We offer three levels of sysCARE™ technical support subscriptions, each designed to meet the differing needs of our clients:
Registered users have unlimited access to our Helpdesk during standard office hours by dedicated telephone line, email, and online through the sysCARE™ website. Our technicians are friendly as well as skilled since we only recruit those with good people skills and they talk in plain English rather than techno-babble.
Our experience shows that over 80% of problems reported can be resolved very quickly from the helpdesk so removing the need for a user to wait for deskside support. There are however occasions when the problem can't be resolved remotely so we arrange for one of our field technicians to visit the client's office.
This entry level service is targeted at the smaller cost conscious organisation and includes a basic service level agreement (SLA) together with a six monthly review meeting.
In addition to a Helpdesk subscription as above, Professional subscribers have a monthly allowance of on-site hours, an SLA extended to cover on-site work, quarterly review meetings, and an Account Manager to whom they have direct access at all times.
This service is for those organisations who want full service support cover for a known fixed fee. Clients have direct access to an Account Director, a enhanced Service Level Agreement, and monthly review meetings. The Helpdesk and all onsite support work is included in the subscription.
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