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| Email
Support: |
There
may be situations where it is more convenient to send an email
rather than call the helpdesk. This is particularly useful when
the issue is not urgent but resolution is required.
The issue will be treated as a priority 3 and a response sent
back by email. |
Remote
Support: |
There
will be occasions where it will be more efficient and/or effective
for PBS to dial in to the client system to provide support rather
than visit on-site. This option is available where:
• the client is remotely situated,
• the issue is easily resolved without visiting on-site.
PcAnywhere or Laplink will be used to access the client’s
site. The client will need to be running the host version of
these programs. Either Terminal Server or Citrix Metaframe may
also be used where the client is running these thin client solutions. |
Follow Up: |
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As a matter of quality control and good client relations, random
checks and surveys by a Phoenix staff member are conducted to
ensure that Phoenix Business Systems provides the best support
in the industry. Specifically, a follow up call will occur after
a project that has taken longer than 5 working days to complete. |
The
Service Level Agreement in PDF form is available from the downloads
area, for Conditions related to Services click here
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