I was very keen to receive a quick response to my query in order to meet our internal deadline for management accounts. In the absence of support I had to spend additional time to try and determine what the WIP balances represented and finalised our accounts without Eureka input. I don't believe my query was fully understood. To tell me by email at 17.10 on Friday (following an initial query on the previous Monday) that everything looks to be fine didn't address my issue and support fell short of my expectation. – Do you have any other feedback on the support service received?

• 4/10 – How good were we at understanding your problem?
• 3/10 – How well did we keep you informed of the status of your call?
• 3/10 – How satisfied were you with the overall support service provided?