REMOTE SUPPORT PLANS
Our Remote Support Plans are an optimum alternative to on-premises support after the initial installation. This service enhances your upgrade and support package to provide flexible and fast support, for instance, during re- installation, when you need to move a product to a new server, want to upgrade to newer versions, troubleshooting issues, technical consultation etc.
Phone and Email support.
Professional and prompt phone and email support available for all our solutions during business hours. Phone support includes answering all incoming calls from the customer involving reasonable technical support related to our products.
Remote Desktop / Remote Access Support
Using our remote access service , we can provide you with quick - response and resolution for all your product support requests. Using native remote desktop tools of your choic (ie windows native RD, Teamviewer , etc...) we can remotely access your application for faster analysis and resoltuion.
Support Ticketing System
We will make sure that for every support request , a unique support ID number is assigned and the status monitored. Response and resolutions are delivered within business day and for support tickets requring deeper alaysis elevated in real tiime to our artners /develoeper . We find ways to resolve each support ticket the soonest possible time.
24X7 Access to our Web Based Tutorial and Knowledge base
As part of our commitment to provide innovative and reliable services to our customers, we have prepared a customized on-line tutorial and knowledge base portals for all our products. On our self help portals you can find detailed, easy to follow step by step guide in using our products. This makes our products even easier to manage for our customers.
Availability: Phone , Email and remote desktop support available during standard business hours of Monday to Friday 9:00am to 6:00 pm Philippine Time - excluding holidays . If you need remote support beyond these time , you should consider our Premium Remote Support
Response time - same day repsonse and resolution largely depend s
Pemium Remote Support Plan
Enjoy greater peace of mind with priority problem resolution and support for our solutions that are fully integrated into your IT operations. With our Premium Support plan, we will customize your support agreement based on your requirements. You get everything included in our Standard Remote Support, plus the following benefits:
Extended support Hours - If your need remote support beyond our standard business hours , then Premium support plan is right for you. We will customize your support hours based on the requiremnts of your organization / network. ,Our Standard Remote Support available during our busioness hours which is from Monday to Froday from 9:100 am to 6:00 pm excluding holidays. If you require support beyond our standard busines shours, then get our Premoium remote support plan.
Dedicated Engineers to assist you in resolving technical issues and managing your support Tickets .
Stricter Service Level Agreement guarantees for support cases
With Premium remote Support we will co-manage your network with you . We will not just answer your question but assist you in montoring and managing your network to avoid downtime and outages. This is important for our solutions deployed in your critical infrastructure.
We provide three Remote support plans - Standard , Premium and our new Basic Remote Support.
Standard Remote Support Plan
What’s included with our Standard Remote Support Plan
Basic Remote Support Plan
This is the latest edition to our remote support plans . Designed for Network Administrators who prefers to manage their own neworks and requires minimal with assistance from us. tions or inquiries and response is next business day. You also will be given access to our web based knowledge and tutorials for self-help.
Our Partner Accreditation and Certifications