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Support

Support Plans

 

STANDARD

ADVANCED

PREMIUM

  Available for

DeskAlerts V7 and higher

 

 

 

 

 

 

 CONTACT US

 Coverage Hours

Business Hours (5 am – 6 pm CET) 

Number of support incidents   

Unlimited

Unlimited

Number of admin contacts

Unlimited

Unlimited

Offline assistance

Not available

Partly available*
With additional charging

Technical Support

Email 

Phone / web / email

Remote support tools

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

1. Email correspondence via the helpdesk system with up to 24-hours response time.

2. 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

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 hours

 

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