We provide 1st to 3rd level support to our customers:

• 1st level: We will respond to your call or support ticket and try to solve the issue in our initial response. If the issue cannot be resolved it will be escalated to 2nd level.
• 2nd level: The issue requires a more detailed investigation by Agileware to determine the solution. The issue is escalated within the Agileware team.
• 3rd level: The issue requires specialised knowledge and Agileware will communicate with the open source community and/or raise the issue with a product vendor (eg. Ubuntu, Novell, Red Hat, VMWare). Agileware will liase with the third party to resolve the issue.

Agileware are partners with leading industry vendors and involved with key open source communities including.

Red Hat	Novell	Zimbra
Endian	VMware	Funnelback
Drupal	Ubuntu	FreePBX

By leveraging our partnerships and communities, Agileware are able to deliver rapid and cost-effective support to you.

We provide specialised technical support for the following:

• Linux server and Linux desktop support. Supported Linux distributions include:
  • SUSE Enterprise Linux
  • Red Hat Enterprise Linux
  • OpenSUSE
  • Ubuntu
  • CentOS
• Drupal websites, modules and themes
• Zimbra Collaboration Suite
• Endian Firewall
• Untangle Firewall
• Asterisk, FreePBX VOIP/PABX systems
• We do our best to support most open source software packaged with the above Linux distributions

In addition to the above, we also possess skills in:

• Web development
• LAMP websites (Linux, Apache, MySQL, PHP)
• Remote systems monitoring and alerts
• Disaster recovery and backup
• Systems automation
• Configuration management
• Virtualisation, server and desktop operating systems
• Networking:
  • Firewalls, routers, domain names, DNS servers, web proxy and Internet networking
  • File sharing for small to medium workgroups
• Software installation and configuration
• Security issues: spam, viruses and other nasties

Our team members also have experience using a variety of desktop operating systems including:

• Linux desktop
• Apple Mac desktop
• We provide best-effort support only for Microsoft Windows desktop and Windows server operating systems ^{Note 1}

We are also happy to provide advise and consulting on how to improve your back-end systems and IT infrastructure. Please contact us if you are unsure as to whether or not we can support a specific system.

Note 1: If you are looking specifically for a IT support provider that specialises in Windows Desktop and Windows server support then Agileware recommend you contact Cool Chilli.

Agileware do not provide any support services for:

• Web browsers
• Windows desktop applications, eg. Microsoft Office, Microsoft applications, MYOB
• Printer, printer jams and other printer issues
• Network cabling
• Consumer devices, eg. Digital camera, MP3 players, Video camera, Scanners etc.

NOTE: If you do require support for the above, then our first response will be "have you tried turning it on and off again?".

We deliver support services to your desktop, server and network by:

• Remote desktop, connecting directly to your desktop via our secure Agileware Support Client
• Email, instant messaging, Skype and VOIP
• Encrypted console access using SSH
• On-site at your premises when hands-on investigation is required

If you require support from Agileware, please follow this procedure:

1. Register a support ticket first and explain in detail the support you require
2. Then only if instructed by Agileware purchase an Agileware support product

• For individuals and small business wishing to solve once-off issues or who infrequently require technical support, select On-demand Support
• For small business that require technical support and maintenance, select Basic Support with Maintenance
• For medium to large business and government that require priority technical support and maintenance, select Priority Support with Maintenance

See the support services comparison for more details on each support product and how they compare.