WAITS
are the experts in mobile email. We have accredited support staff to help you with all of your mobile email help desk issues from individual device support, right through to level 1 failures (server down etc).
Our friendly and efficient help desk team will take your call/email and get the resolution to you in a quick and timely manner. There are a number of payment plans and help desk packages that are available, they are listed below.
Help Desk Payment/Contract Plans
WAITS are very flexible in their payment methods and offer a number of different payment plans.
Prepay Payment Plan
WAITS Prepay payment plan lets you 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.
12 month contract
The 12 month contract plan gives your business comfort and security knowing that you have full-time support. You will also receive a 10% discount.
Generic Help Desk Features
Response Times
| Grade of fault |
Agreed response
time* |
Description |
| Grade 1 |
Within 1 hour |
Critical problem affecting
all users, e.g. server down. |
| Grade 2 |
2 hours |
Serious problem affecting
users who cannot continue to work, i.e. device failure.
|
| Grade 3 |
6 hours |
High priority but non-critical
issue. |
| Grade 4 |
24 hours |
Non critical issues. |
*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 off your total monthly bill, or prepay account debit.
If you require more information on the WAITS help desk, please call 1300 796 246 to speak to a mobile email expert or contact us here.
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