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Support

Support Plans

 

STANDARD

ADVANCED

PREMIUM

  Available for

DeskAlerts V7 and higher

 

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 Coverage Hours

Business Hours (6 am – 7 pm CEST) 

24x5 

Number of support incidents   

Unlimited

Unlimited

Number of admin contacts

Unlimited

Unlimited

Technical Support

Email 

Phone / web / email

Remote support

Email correspondence via the helpdesk system with up to 72-hours response time. “How-to” questions regarding features/functionality.

Using GoToMeeting and GoToAssist, technical support engineers quickly resolve complex issues using screen sharing, chat and other tools.

Ongoing customer communication

Bi-weekly update until resolution (or date for resolution) provided to customer. Updates provided monthly thereafter, with customer approval.

Every day until the situation is stabilized (workaround; date for private); Updates thereafter at intervals agreed on by the customer.

Professional services available

No services available

You can use your advanced support hours for:

- Integration with 3d party systems (while DeskAlerts is a powerful communications tool on its own, it works best when built into your environment via integrations with other systems currently in use.)
- Data control and infrastructure configuration (save your IT team time by handing the migration procedures to our technical team, making the process seamless and reducing the risks of downtime)
- Custom development (any kind of individual coding and implementation solutions)

 

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