Help Desk Support is the corner stone of our business. We offer various levels of Support Services within our 3 core products to cater for your business needs. There is nothing worse than not speaking to the right person when time is precious. Our Support technicians are fully qualified and eager to help.

Each category has dedicated specialists who can help your particular situation. Each category also has different Support packages for you to choose from. As always we are happy to tailor a Support package to your company's needs.

Today we have many clients who use all three of our Support Services and are very satisfied.

Help Desk Payment/Contract Plans

WAITS are very flexible in there payment methods and offer a number of different payment plans.

Prepay Payment Plan

WAITS Prepay payment plan lets you, the client determine how much help desk support you can afford. You credit your help desk account anytime you like by calling 1300 796 246 or contacting us here, then each time you make a help desk request and when the request is resolved the correct amount will be debited from your prepay account.

Month to Month

Each month you will receive an invoice for the amount of help desk support you have used. You or your employees make your help desk request, and when it is resolved the correct amount will be added to your bill. Your invoice will be itemised showing the amount of time spent on each request and who made the request.
Some Support Packages Plans must be paid monthly in advance.

12 month contract

The 12 month contract plan enables your business to put a contract in place of what you think is fair terms and conditions. This can be on a fix payment term or for what services you use. This type of payment plan is more suited to larger organisations that require specific terms and conditions.

Generic Help Desk Features

Response Times

*Agreed response times may vary depending on individual case circumstances.

Any request for quotation for an enhancement or additional equipment will be responded to within 2 working days.

Escalation

If there has been no suitable response to a fault log within the time frame detailed above, the matter will be escalated to respective contacts for WAITS and your company.

Availability of Support Services

The Support Services shall be available between the hours of 9.00am and 5.00pm Monday to Friday, excluding public holidays. Outside those hours on request.

Support Services Provided

Some services may not be provided depending on which support plan is chosen.

• A staffed help desk during business hours.
• Active monitoring of connectivity, using devices in WAITS possession and alerting your business.
• Onsite attendance where required.
• Ensuring all BlackBerry's and other remote email devices operated by your business are running effectively and efficiently.
• Ensuring the software required to run the mobile email devices is operating effectively and efficiently.
• Ensure appropriate backups are being performed, checked and tested.
• Ensure appropriate redundancy is in place for the mobile email systems.
• Ensure appropriate and accurate troubleshooting is performed.
• Ensure that software is patched and configured properly.
• Ensure the configuration is best practice and addresses all known issues relating to security and vulnerabilities.
• Ensure advice and support given is accurate and correct.
• Ensure your employees have appropriate training and instruction in the use of their mobile email devices.
• Liasing with any necessary external parties, vendors or suppliers on be halve of your business in order to address the mobile email issues.
• A regular meeting will be convened where the details of jobs logged are provided and discussed.

Excluded Services

WAITS will work in conjunction with your business IT staff but does not have any control over the following services:

• Internet connectivity - To your business locations.
• Connectivity provided by your data service carrier (i.e. Vodafone, Telstra, Optus).

Failure to Meet Stated Response Times

Each incident where WAITS fails to meet the agreed response time will incur an 8% discount of your total monthly bill, or prepay account debit.

To find out more about our Help Desk packages call 1300 796 246 or contact us here.