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| Itemised
Monthly Help Desk Report: |
| Upon
request at any time Phoenix will be required to send to the
client a report that details the help desk activity for the
requested period. This report will include problem, resolution,
time spent and allocated consultant. |
Annual Support Contracts: |
| This
SLA relates to a support contract, which provides one hotline
number: 1800 88 00 69 for all your ACCAC and Crystal software
needs. A large investment has been made in providing responsive
Help Desk facilities. We have specialist consultants permanently
staffing the Help Desk supported by a Help Desk system that
enables all calls to be recorded and managed to provide an
expedient resolution. With our Help Desk systems our consultants
can search our daily vendor updated ACCPAC and Crystal databases
to assist solving issues based on worldwide experience. |
Follow Up: |
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.
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The Service Level Agreement in PDF form is available from the downloads
area, for Conditions related to Services click here
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