Overview

Betasoft Technical Support differs from what our vendors class as Maintenance & Support (M&S), in that:

  1. We provide SLA’s for a first response (4, 2 or 1.5 hours, depending on your package)
  2. You can call the technical support helpline and talk to a technical expert
  3. For critical faults a technical experts can establish a remote desktop connection and assist almost immediately. Most issues are resolved during the first session!
  4. We cover problems caused by applications external to the supported product.
  5. In the rare event of a clash the Enhanced Support package receives priority support over other customers’ incidents
  6. The Pro-Active Support package also adds:
    1. Betasoft actively monitor your SafeCom server error logs and messages and inform the customer where issues have occurred or where errors are likely to result in more severe errors later on.
    2. At commencement of the contract Betasoft review previous failures and recommend and/or implement corrections and changes to prevent faults reoccurring.

 

Pro-Active Enhanced Standard
Support Options
  • Phone
  • Email
  • Web
  • Remote Desktop
  • Knowledgebase
  • Pro-active, daily monitoring of error logs
  • At the outset of the contract review of previous failures and remedial actions
  • Betasoft Account manager to attend quarterly review meetings to suggest and discuss continuous service enhancements
  • Phone
  • Email
  • Web
  • Remote Desktop
  • Knowledgebase
  • L2 Consultant performs L1 and L2 Support for all incidents
  • Phone
  • Email
  • Web
  • Remote Desktop
  • Knowledgebase
Priority Support Yes Yes No
First response within (Mon-Fri) 1.5 hours 2 hours 4 hours
No of Incidents p.a. Unlimited Unlimited 10
Onsite visit within 2 days 2 days 5 days
Remote Connection 2 hours 4 hours 1 day

 

For further details and terms and conditions please contact us.

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