Phone services
Help Desk
- Guiding users on how to use the system
- Help solving user problems
- Guidance for troubleshooting and fixing faults
Home / Support / Customer guide
Akam Data customer guide
After-sales handbook: everything you need after buying software. How to get support, which contract suits you, where to get a new version and the lock’s second password, and what the customer club offers.
Customer and support guide
Thank you for choosing Akam Data. We wrote this guide so that the company’s workflows and how to reach us are clear, and you know which section to turn to for each need.
Needs and services change. This guide is updated every year, and your feedback helps improve it.
We are a company small in size, rich in specialists, and with a very high hope. We grow our capital by developing good products, not by the number of products.
Akam Data software and systems
Our products in five groups.
Web-based systems
- Residential and office tower management web system
- Ticketing web system
- Customer management complex web system
- Food token management system (schools)
- Tax payers (Moadian) communication system
- Exchange-office currency fund management system
Enterprise resource planning (ERP) system
- Accounting
- Warehouse and inventory management (Stock)
- Human resources (Human Resource)
- Customer relationship management (CRM)
- Manufacturing
- Order and sales management (Selling)
- Fixed asset management (Asset Management)
- Purchasing (Buying)
- Project management (Projects)
- Support (Helpdesk)
- Quality management (Quality Management)
Specialist systems for trades
- Car dealership management software
- Restaurant management software
- School buffet management software
- Cultural centre and neighbourhood hall management software
- Crane management software
- Parking software
- Event software
- Bookstore management software
- Car parts management software
- Flour and oil factory management software
Financial and administrative software
- Accounting
- Sales and inventory
- Production
- Foreign-currency sales
- Treasury
- Payroll
- Retail software
- Tax payers (Moadian) system
AI agents
- Akam accountant agent
- Akam website agent
- Akam sales agent
- Akam treasury agent
- Debt-collection agent
IT and miscellaneous services
So that all your needs are met by one company and our work does not overlap with your organisation’s IT department. If you prefer not to use these services, we coordinate with your own IT unit.
The value of K in the tariffs below is announced every year by the subsidiary companies.
Network support
For the network only; it does not include the devices’ operating systems.
| Title | Number of clients | Contract term (months) | Tariff |
|---|---|---|---|
| S51 | Fewer than 5 devices | 3 | 12K |
| S52 | Fewer than 5 devices | 6 | 18K |
| S53 | Fewer than 5 devices | 12 | 24K |
| S54 | 5 to 15 devices | 3 | 20K |
| S55 | 5 to 15 devices | 6 | 32K |
| S56 | 5 to 15 devices | 12 | 45K |
| S57 | 15 to 25 devices | 3 | 36K |
| S58 | 15 to 25 devices | 6 | 66K |
| S59 | 15 to 25 devices | 12 | 96K |
Operating system and application software support
Amounts are per device and do not include original antivirus.
| Title | Free visits per month | Contract term (months) | Total tariff for the term | Unit (per month) |
|---|---|---|---|---|
| W31 | 1 | 3 | 9K | 3K |
| W32 | 1 | 6 | 15K | 2.5K |
| W33 | 1 | 12 | 24K | 2K |
| W34 | 2 | 3 | 15K | 5K |
| W35 | 2 | 6 | 24K | 4K |
| W36 | 2 | 12 | 42K | 3.5K |
Operator services
Most daily problems come from data entry. We have an operator team that knows the system and carries out your needs in the short term.
- Entering the system’s basic and initial data
- Recording current data and data from previous years
- Reducing the workload in your team and catching up on delayed data entry
- Preventing administrative problems (insurance, tax, etc.)
The contract for this service can be hourly, daily, based on document volume, monthly or contract-based.
Financial services
For accountants and finance managers. These services are done by a separate team.
| Ongoing accounting | Recording the company’s real documents in the financial system and preparing management reports for decisions |
|---|---|
| Prior-year accounting | Recording documents of previous years or months |
| Dispatching an accountant | Sending one person to do accounting with the software, part-time or half-time |
| Internal audit | Reviewing accounts to clarify the company’s financial and insurance position, or when partners are separated or added |
| Tax audit | Dispatching an audit team, preparing the tax return and defending at commissions |
| Financial audit | Companies with annual sales above 8,000,000,000 rials are required to have it; others may do it voluntarily |
| Insurance | Consulting and execution on insurance problems and debts, and financial-insurance audit |
Hardware services
If one computer breaks down, part of the company’s work stops. Computer and printer hardware support solves this problem.
- Fixing Windows and application software problems, and internal network problems
- Reinstalling and setting up Windows; installing printers on the device and network
- Fixing hardware faults, replacement and upgrades
- On-site specialist visits on request
- Installing and updating antivirus, virus scanning and file cleaning
| Title | Tariff |
|---|---|
| Per day of visit | 2K |
| Per device | 1K |
Authorised sales and support agencies
Our representatives in Tehran and the provinces are with you in sales and support until you reach the result you want.
- Authorised agency A contract is signed and it is the company’s main representative.
- Pilot agency A trial contract has been signed for a specified period.
- Prospective agency (in talks) The contract is under review.
- Potential agency Cities that need an agency but cooperation has not yet been confirmed.
| City | Company | Representative | Phone | Address | Status |
|---|
Potential agencies in Tabriz, Ardabil, Isfahan, Chabahar, Boroujen, Chalus, Kerman and Semnan are under review.
Your path after purchase
From signing the contract to renewing the warranty, these happen in this order.
- Signing the contractA specialist comes to you for installation, setup and training. We arrange the training schedule with your system users and run it in one or more sessions.
- Welcome package and software certificateThe package is delivered some time later (about a month after purchase and settlement). On delivery take the financial receipts, and settle in cash, by cheque or by transfer.
- Support while you work with the systemOur support colleagues are at your service, and in the first year (the warranty period) all company services are free.
- Tracking satisfactionPublic relations continuously measures your satisfaction. Questionnaires are reviewed in a separate system and the result automatically reaches the right person as a ticket or note. If you have a problem, tell the responsible people directly through this path.
- Renewal reminderBefore the warranty contract ends, public relations contacts you to remind you to renew.
Types of support
Four ways to get a fast, accurate answer. Start with the simplest.
Online services
Patch Help
- Following up requests and needs by providing a patch for each version
- Following up through the ”customer private panel” on the site
Remote services
Remote Access
- Fixing unknown or environment-related system problems in the shortest time
- Seeing questions and issues directly on your system
On-site services
Help Expert
- Transferring the specialist’s knowledge and experience in areas related to the system
- Fixing system faults and defects at your site
Support contracts
Services are offered in several formats according to the type and nature of your request. The name of each format is a precious stone and matches your membership level in the Akam club. Choose a level to highlight its column in the table.
| Description of activity | ||||
|---|---|---|---|---|
| On-site visits | 10 times | Send the device to the company | Once a month | Each time on request |
| Online support | Unlimited | Unlimited | Unlimited during the contract months | Each time on request |
| Phone support | Unlimited | Unlimited | Unlimited during the contract months | Each time on request |
| Patch | Unlimited | Send the device to the company | Available | Each time on request |
| How it is carried out | Annual contract; support 12 hours a day | Annual contract; support 15 hours a day | Monthly contract; services are provided within one month | You call separately each time and the fee is charged by invoice |
| Support priority | On-site and online | Online | On-site and online | Online |
| Site panel | Dedicated | Dedicated | Private | Public |
| SMS notifications | Yes | Yes | Yes | Public |
| Tracking satisfaction | Continuous | Continuous | Non-continuous | Every 1 year |
| Following up needs and requests | First priority | First priority | Second priority | Third priority |
| Akam newsletter | Sent continuously | Sent continuously | Only months with a contract | Once a year |
| Receiving a new version | ||||
| Payment | Annual, lump sum in cash | Annual, lump sum in cash | Start or end of the month, as agreed | After the service, in cash or instant transfer |
Discount for consecutive contracts
If you join the Akam conical-triangle club, you can use the consecutive annual discount.
| Contract year | Benefit |
|---|---|
| Second year | 10% discount |
| Third year | 20% discount |
| Fourth year | 30% discount |
| Fifth year | 40% discount |
| Sixth year | 9 months of free warranty |
| Sixth year onwards | 50% discount |
Software support tariff
For production and financial software, specialist single-user and multi-user, and integrated:
| Support type | Contract term | Tariff |
|---|---|---|
| On-site | Annual | W × (S ÷ ??) |
| Monthly | W × (S ÷ ??) | |
| Online | Annual | W × (S ÷ ??) |
| Monthly | W × (S ÷ ??) | |
| Ad hoc | Each on-site case | K × 5 |
| Each online case | K × 3 | |
| Case submission | K × 2 |
- S: software purchase price
- W: annual price-change factor, based on inflation and tax rules
- K: the base amount announced every year
- Training is calculated like a visit to fix a problem.
Requesting a change to the software
To request a change or announce a new need, fill in the ”change request form” and send it electronically or by fax. The time needed is announced by SMS or email after the form is reviewed.
If you send it by email, write this format in the ”Subject” so the request reaches the right person sooner:
Request - Company name - Date
Example: Request - Penguin Plast - 28/11/90
New version, bug fixing and guidance
Getting a new software version
- Ad-hoc contract: With one call and setting an in-person or online time, the new version is installed for the cost of the new version.
- Annual contract: New versions are made available free in the site panel, or a specialist installs them for free.
- First warranty period: Like the annual contract, the new version is free.
Bug fixing and guidance
- For reinstallation and setup, training, bug fixing or a new version, make your request according to your contract type.
- If you have ad-hoc support, you pay the fee after the on-site fix.
- If an ad-hoc subscriber has been removed from the ”good payers” list, they must pay first and then the fix is carried out.
Installing the hardware and software lock
Software is supplied with two kinds of lock. The hardware lock is a USB dongle.
Hardware lock
- Put the lock in the system’s USB port.
- Run the lock’s file from the CD and go through the installation steps one by one.
- The system restarts once. After it comes back up, the lock is installed and the software runs.
- Keep the lock carefully and do not use two locks at the same time.
- If you want more than one lock, all must be registered with the company.
- For Windows 7 64-bit or Mac, a separate patch file is provided.
- Setting up the lock on a network is done only by a company specialist.
Software lock and getting the second password
First install the software, then run ”Software lock” from the Start menu. You must give the company the ”package serial” and the ”first password” and get the ”second password”. You have three ways:
| Method | What to do |
|---|---|
| Phone | Call the company and read the package serial and first password to the operator; they give you the second password. |
| Send the package serial, first password and your details to the company’s email (write in the subject PASSWORD); the second password comes to the same email. | |
| SMS | Send the package serial and first password with your name to the company’s SMS number (3000248847 1190); the second password is sent by SMS to the same mobile. |
Akam virtual customer club
The club was created for regular, direct communication with you and to raise loyalty. It has three membership levels (Diamond, Ruby, Emerald) and several services.
SMS codes
Number 88471190 save it on your phone as ”Akam Data” so the company’s SMS shows with the name. The company’s SMS number is 3000248847 1190 Important messages about communication, warranty, draws and discounts are sent to the number you gave. 999 in the examples means your subscription code.
| Code | Purpose | SMS text (example) |
|---|
Frequently asked questions
Common answers about the software, support and purchase terms.
No question with this phrase was found. Contact support or send us your question.
Working hours
Your time is valuable; knowing the working days makes your communication with Akam more effective.
| Software development | 9 am to 6 pm, Saturday to Wednesday |
|---|---|
| After-sales services | 8 am to 4 pm, Saturday to Wednesday |
| Management and head office | Odd days of the week |
| Closed | Thursdays, Fridays, official holidays and from Nowruz to the 15th of Farvardin |