Comprehensive Support Services for Our Valued Clients

Remote Control and Support

We offer remote support to save on-site visit costs. Many operations can be performed remotely via the internet, remote server access, VPN, or remote client applications such as AnyDesk, TeamViewer, or Google Meet. This approach allows us to address your issues promptly without the need for physical presence. The minimum remote support charge is 30 minutes. Clients must provide the necessary remote control software.

Hours of Operation

Our support team operates from 9:00 am to 5:00 pm EAT. Queries via text message, voice calls, or email can be placed during these hours. We aim to respond to queries received before 3:00 pm EAT the same day; those received after may be returned by 12:00 am EAT the next business day.

Support Duration/Scope

We offer two flexible Service Level Agreement (SLA) options to meet your support needs:

1. Pay-on-Request Basis: This option allows you to pay for support services as needed, offering flexibility and cost efficiency for those with intermittent support requirements.
2. Annual SLA: Opt for an annual support agreement with a fixed fee, ensuring comprehensive support throughout the year. This approach provides continuous, proactive assistance and peace of mind.

During the initial 2 to 4 weeks of using our services, we anticipate a higher volume of support requests. This demand typically decreases as you become more familiar with the system. Based on the volume and nature of support required, we reserve the right to adjust rates for future agreements to ensure fair and optimal service delivery.

Assignment of Designated Contacts

To ensure clear communication and efficient support, the person signing any contract must designate contact person(s) at the time of signing. These designated contacts will act as the primary liaison between your organization and our support team, streamlining the process and enhancing the effectiveness of our services.

How This Will Be Achieved:

1. Initial Designation: During the contract signing, you will specify the primary and secondary contacts within your organization who will be responsible for communicating with our support team.
2. Communication Protocol: We will establish a clear communication protocol, including preferred contact methods (email, phone, chat) and response times, to ensure prompt and effective support.
3. Role Clarity:The designated contacts will be briefed on their roles and responsibilities, including how to escalate issues and request assistance.
4. Flexibility: If necessary, you can change the designated contacts at any time by notifying our support team. This flexibility ensures that your organization can adapt to changes in staff or roles without disrupting the support process.
5. Documentation: We will maintain detailed records of the designated contacts and their communication preferences, ensuring that all support interactions are handled efficiently and consistently.

By following this structured approach, we can ensure that your support needs are met promptly and effectively, fostering a strong and collaborative partnership.

Unresolved Queries

Not all queries can be resolved immediately during text chat or voice calls. Some require testing and/or assistance from our programming department. We will keep the designated contact updated on the status of open queries and work diligently to resolve them within the committed time frame.