Support Plans
|
STANDARD |
ADVANCED |
PREMIUM |
Available for |
DeskAlerts V7 and higher |
|
|
Coverage Hours |
Business Hours (5 am – 6 pm CET) |
||
Number of support incidents |
Unlimited |
Unlimited |
|
Number of admin contacts |
Unlimited |
Unlimited |
|
On-site assistance |
Not available |
Partly available |
|
Technical Support |
|
Phone / web / email |
|
Remote support tools |
Email correspondence via the helpdesk system with up to 72-hours (Monday - Friday) response time. “How-to” questions regarding features/functionality. |
- Email correspondence via the helpdesk system with up to 24-hours(Monday - Friday) response time. - Using GoToMeeting and TeamViewer, technical support engineers quickly resolve complex issues using screen sharing, |
|
Ongoing customer communication |
Bi-weekly update until resolution (or date for resolution) provided to |
Every day until the situation is stabilized; Updates thereafter at intervals agreed on by the customer. |
|
Professional services available |
No services available |
Purchased support hours can be used 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) |
|
Escalation procedure |
Not available |
Available Depending on severity level – response time varies from 2 up to 24 business hours |
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