Support Services Comparison
How to choose the correct support product for your requirements:
- 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
|
Features |
|||
|
Not available |
8 hours |
2 hours |
|
| People authorised to request support | Unlimited | 2 people |
5 people |
| Onsite support | Yes | Yes | Yes |
|
None |
2 hours per month |
4 hours per month |
|
|
Yes |
Yes |
Yes |
|
|
No |
Yes |
Yes |
|
| Support ticket tracking | Yes | Yes | Yes |
|
Yes |
Yes |
Yes |
|
|
No |
Yes |
Yes |
|
|
No |
Yes |
Yes |
|
|
No |
Yes |
Yes |
|
|
No |
Yes |
Yes |
|
|
No |
No |
Yes |
|
|
No |
No |
Yes |
|
|
No |
No |
Yes |
|
|
No |
Yes |
Yes |
|
|
Pre-paid |
Post-paid |
Post-paid |
Features Explained
Service level
Our average response time for your support requests during business hours. If we fail to meet this service level then let us know and we will refund 50% of the monthly service fee.
People authorised to request support
The total number of people representing your organisation who are authorised to request support from Agileware. Names and contact phone numbers (preferrably mobile) of authorised personnel are to be provided at the commencement of the support service.
Onsite Support
Onsite support is where we come to your premises to investigate those issues which cannot be resolved remotely or to provide face-to-face consultations.
- There is a 1 hour call-out surcharge for all onsite support delivered within the Australian Capital Territory (ACT).
- Additional charges apply for travel, incidentals and accommodation for support delivered outside the ACT.
Included business support
Number of hours included with the service per month used perform maintenance as well as any support requests.
Support and maintenance services provided exceeding this allocation is then charged to your account at the applicable rate (business support or emergency support rate) in 15 minute increments or deducted from any pre-paid support you may have purchased.
Business hours support and emergency hours support
Our support services are available during Australian Eastern Standard Time as follows:
- Business hours support is available from 9:00 am to 5:30 pm, Monday to Friday excluding public holidays and days where Agileware is closed.
- Emergency hours support is subject to availability, but is usually 6:00 am to 9:00 pm, 7 days a week.
Support ticket tracking
Track the status of your request and interact with us directly using our secure on-line ticket tracking system, Agileware Support website.
Records management
We will maintain a secure record of the details necessary to deliver rapid and precise support with reduced chance of error.
Remote monitoring
We will remotely monitor your Linux and Windows servers and other core applications. Our remote monitoring solution is enterprise-class, highly configurable and reliable. Agileware remote monitoring:
- checks your monitored assets every 2 to 5 minutes.
- collects detailed statistics for trend analysis. Allowing potential issues to be identified early on, before the issue occurs.
- verifies that scheduled processes have executed without error, eg. a tape backup.
- automated alerts can tell Agileware immediately of issues when they occur and also be sent to you for specific events.
- can be used to trigger automated corrective action.
- Example 1: if the VOIP trunk line goes down or is not responding monitoring can auto-restart the trunk connection.
- Example 2: if the web server is not responding to requests within an acceptable range, monitoring can auto-restart the web server and database server.
Maintenance
When the support service is initiated, we review your IT environment and work with you to create a maintenance plan.
Configuration management
We standardise your systems and applications configuration to ensure consistent and optimal operation. Configuration is centrally managed and pushed securely to your servers.
Discounted hardware and software
As a supported Agileware customer, you receive a discount from regular pricing on our consumer software and hardware products (excluding those products on sale).
Help desk group
By default support tickets can only be viewed by the submitter. Our help desk group allows your nominated support contacts to view all support tickets for your organisation, providing complete oversight.
Help desk satellite
Help desk satellite enables your administration or onsite IT staff to use our help desk software as their own.
We create a separate help desk department for your organisation. Register specific staff members as help desk staff. Create a unique email address for your organisations support tickets, eg. acme-support@agileware.net. Your users can then email that address or login to the help desk website and submit support tickets.
Your help desk staff can manage and respond support tickets from your own users. Tickets can be escalated to Agileware for action or discussion, when required. Your internal tickets can be private or viewable by Agileware.
Help desk satellite allows your IT staff and Agileware to work in synergy, utilising the skillsets of both teams to provide a unified support solution for your users.
Team collaboration
Team collaboration or "Collab" is a secure website where discussions, documents and files are shared with the Agileware team and your staff. This is a very effective tool for capturing and sharing knowledge as well as discussing existing issues and possible solutions in greater detail.
Collab breaks down the information silos of email and ensures that both teams have ready access to and the ability to quickly share the correct information, first time.
Monthly service fee
This is the monthly service fee, paid in advance and prior to the activation of the support service.
Payment terms for support
Pre-paid support hours are purchased prior to the delivery of the support. Pre-paid support is valid for 12 months from the date of purchase. Discounts may be included for certain levels of pre-paid support purchases.
Post-paid support is delivered and charges for the support are billed bi-weekly. Please note the following regarding post-paid support:
- You must have an active monthly service product to use post-paid support.
- Agileware reserve the right to limit the total amount of post-paid support delivered without the purchase of pre-paid support hours in any one billing period.
- If you wish to limit the amount of post-paid support, then we recommend you instead purchase pre-paid support hours.
Support services provided exceeding any included business support or pre-paid support hours are charged to your account at the applicable rate (business support or emergency support rate) in 15 minute increments.
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