Access to high quality customer care is vitally important for the success of any new computer installation. Support is available during normal business hours, Monday to Friday. All requests for Support are tracked by our Customer Support recording system to ensure they are answered in a timely and systematic fashion. Support may be handled via telephone, email or modem.
Requests for Support may be logged at any time with the WorkDESK Support Group Message Centre by dialling our Support FREEPhone, or by faxing or emailing the Support Group. Typical initial response time for Support calls is less than 30 minutes (during normal business hours).
Telephone support is pre-paid (in multiples of one hour) and is accounted for to the user at the end of each month in time units of six minutes. If a user chooses not to pre-pay for support time a minimum invoice charge of one hour applies to each call.
After Hours Support
After Hours Support is also available (by prior arrangement only) for early mornings and evenings, but not on Public Holidays. This After Hours Support is only available to Users whose Software Subscription is current and who have maintained a balance of pre-paid support time. A minimum charge of 30 minutes applies to each After Hours call.
Support via the internet/broadband
Once your WorkDESK system is installed and running, your dependence upon it will progressively increase. So, time spent "off the air" can cost money. The WorkDESK Support Group can immediately access your WorkDESK database as if they were present in your office, if you have a broadband or other direct access to your WorkDESK database.
The Support team can then diagnose and rectify any problem you may have, or assist you to setup new areas of your system. Modem/Internet Support is chargeable to you at the same rates as Telephone Support.