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| ACCPAC
Dedicated 1-800 Help Desk: |
When
a call is logged via our 1-800 free call service, the telephone
consultant will handle the call via the following process:
1. Identify the problem/Issue
The consultant will take down details of the call and assess
whether the call is related to
installed functionality not working or new functionality required.
2. Prioritise the call
The consultant will assess the details of the call. If a remedy
is required, the call will be prioritised as follows:
Priority One:
Client’s business is affected and problem is mission critical.
Action: The phone consultant will attempt to remedy the problem
over the phone.
If a result is not reached the project leader will be contacted
immediately and a course of action agreed upon with the client.
Immediate resources will be made available to the client.
Priority Two:
Issue is regarded as important but not urgent. Clients business
is not adversely affected and business operations can continue.
Action: The phone consultant will attempt to remedy the issue.
If a result is not reached either the project leader or a nominated
staff member will be contacted to “own” the problem.
The owner of the problem will liase with the client to ensure
a remedy is reached.
Priority Three:
Issue is regarded as either research and development or marketing/sales
in nature.
Action: Critical dates and functionality requirements will be
noted. Pricing may be provided immediately. Resources will be
allocated on a case-by-case basis depending upon the nature
and urgency of the request.
Priority One:
Within 15 minutes
Priority Two:
Within 2 hours
Priority Three:
When convenient
3. Take appropriate action
Resolve the issue on the telephone.
If a call is not resolved on the phone, the help desk consultant
will issue a work order id to track the problem until it is
resolved.
It is the clients responsibility to request a work order ID.
Service Included in this Annual Support Contract:
Toll Free Hot Line Telephone Support via 1800 88 00 69 from
9:00am to 6.00 pm, Monday to Friday. Eastern Australian Standard
Time.
Priority email support.
Priority remote support.
Free Service Packs and special seminar pricing.
Guaranteed access to all help desk and other file information.
Monthly Help Desk Report.
Access to a prioritisation system as described in this SLA.
Service not Included in this Annual Support Contract:
If a telephone support call lasts longer than 20 minutes, an
on-site visit will be deemed necessary to adequately resolve
the issue, training may be recommended or time charged.
Any time over 20 minutes spent performing work via remote dial
in. You will be charged at the standard consulting rate for
the remaining time. |
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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