Support

Whether you need to resolve production issues, require general maintenance or adhoc system changes, post-implementation support is essential to safe-guard your operation. An annual Service Level Agreement (SLA) can be provided to fully protect your investment and ensure you continue to benefit from the latest developments and features.

NEW for 2018 – Smart Support Button

Costs can escalate quickly in the event of critical system failure, and an effective contingency plan is essential to keep downtime to a minimum. As part of our on-demand service offering, immediate support is now accessible at the touch of a button. Each button is enabled for mobile internet connectivity, and includes a bundle of 4 support cases.

Step 1 – Available support types

  • Pay as you go
  • Non-SLA Contracts
  • SLA Contracts (24:7 and 9:5)

Step 2 – Select the support level to suit your needs

  • Essential: web case creation, portal management
  • Enhanced: Telephone support, access to knowledge base and live agent
  • Premier: Annual Site Assessment and Service Centre to take complete care of your operations

SLA Contracts

SLA Shields NEW

SLA Benefits

  • Consistent site management
  • More effective planning and incident prioritisation
  • Accurate budgeting
  • Provides a framework for business continuity
  • Better value
  • System longevity and extended ROI
  • Guaranteed response times
  • Single point of contact/Account Manager*
  • 24/7 Tech desk with remote link up*
  • Emergency Response and Disaster Recovery*

*Subject to support package

To find out more information on your support options contact us or read the SLA news article.

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