Welcome To Script installation

Helpdesk software is essential for a growing company. Every business needs automated helpdesk software to help keep their customer, website, and inventory management relationships running smoothly. The bigger your business grows, the more Information Technology (IT) staff is needed, and the more money needs to be budgeted to keep the helpdesk running smoothly. So, how do you find the best helpdesk software for your company? We provide the solution to all your Helpdesk related queries right from installation to maintenance of the web server. We also provide access to technical support as long as your subscription is active. You can upgrade your helpdesk in a single click, using the automated upgrade facility.

Our Help Desk Support team provides an efficient escalation process through a multi-tier approach to keep requests routed to a Technician who will find a resolution to any problem. We offer 3 levels of Technical support.

Our pricing model and SLA's are defined on these levels:

» Tier 1 Support: Basic application software and/ or hardware support to callers. The contact is available 24x365 and therefore represents a role rather than an individual. The contacts at this level have the ability to call to action engineers and to escalate to management as required, to resolve all categories and severity of incidents.

» Tier 2 Support: We provide a more complex support on application software and/ or hardware. The role of the support agent is typically that of a Lead Engineer. Escalation to this level is appropriate only when Tier 1 interaction has failed to result in resolution and further action transcends the authority of Tier 1 staff.

» Tier 3 Support: Complex hardware and operating system software and usually involves certified systems engineers. This team is directly under the close supervision of our senior management and has all the authority to take actions that fall outside the standard operating policies. Escalation to Level Three is appropriate in cases where Tier 1 and Tier 2 interactions have been unsuccessful in resolving an operational issue.

Before we sign you up for such a service our technical architects will review your system, document your environment and help us gain maximum knowledge of your project. We will quote you a setup fee and ongoing monthly costs following this initial study. We provide all our customers with monthly call tracking and trend analysis.