Pentana Audit support

Supporting your ongoing use of Pentana Audit

Sepia Solutions provides ongoing support to help organisations use Ideagen Pentana Audit effectively over time.

Support is not limited to resolving technical issues. It also includes assisting users, answering questions, and helping organisations continue to make effective use of the system as their needs evolve.

A personal and practical approach

Support is delivered in a direct and personal way.

Clients are not treated as anonymous users submitting tickets. Sepia Solutions maintains close relationships with clients and understands their environment, their setup, and their way of working.

In many cases, clients work directly with the same contact person over time, ensuring continuity and a consistent understanding of their environment.

This allows support to be:

• Focused on the actual context of the organisation
• Efficient and practical
• Tailored to how the system is used in practice

Understanding your environment

To provide effective support, Sepia Solutions maintains development and test environments that reflect client setups.

These environments mirror:

• The version of Pentana Audit in use
• Configuration and structure
• Customisations developed over time

This makes it possible to analyse and troubleshoot issues in an environment that closely resembles the client’s setup, without requiring direct access to the production system.

As a result:

• Issues can often be investigated more efficiently
• Fewer interruptions are required from the client
• Solutions can be tested before being applied

Beyond standard support

Support often goes beyond answering questions or pointing to documentation.

Where appropriate, Sepia Solutions assists in:

• Analysing reported issues
• Proposing practical solutions
• Helping implement improvements
• Providing guidance on how to use the system more effectively

This approach helps organisations not only resolve issues, but also improve their use of Pentana Audit over time.

Flexible and responsive support

Support is typically provided via email, phone, or online meetings, depending on the nature of the request.

Where useful, screen sharing sessions allow issues to be demonstrated and resolved more efficiently, often providing additional insights beyond the original question.

Supporting long-term use

Pentana Audit is often used over many years. During that time, teams evolve, requirements change, and new functionality may become relevant.

Sepia Solutions supports organisations throughout this lifecycle, helping them maintain, adapt, and improve their use of the system.