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WAITS can provide maintenance and support packages that make managing your online solution easy. Our online solutions help desk provides three packages that incorporate website updates, phone support, ftp support and onsite support.
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.
To find out more information on the online solutions help desk, please contact us or call 1300 796 246.
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