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There is no limit on the number of hotline calls that may be made during the period of cover.
Where available contracts are taken out with the original product manufacturers to provide the latest software updates.
An engineer is assigned directly to your account. The technical account manager will provide regular review calls and site visits. In addition to this they will provide technical advice on system development and upgrade planning.
The technical account manager plans each update, making sure that the system has sufficient capacity to run the update effectively. Trained Cadtek engineers who have access to all relevant media, and additional system resources if required, install the updates. Once the update has been completed, the installing engineer will provide a brief training session covering the new features.
On site engineer assistance is provided to resolve problems that can not be efficiently dealt with by telephone, e.g. disk failures and system corruption's.
Cadtek maintains a direct support contract with the manufacturers for all the major products we supply. These contracts provide access to worldwide expertise on a broad range of computer products. Problems that cannot be solved instantly may be routed back to the original manufacturer to provide rapid resolution.
A server system including backup and output device is made available for up to twelve weeks use in the event of a disaster. The system is installed on site within 48 hours of notification of a disaster.
All support calls are logged onto a database, providing call tracking and escalation. |
