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About Help Desk
The procedures Groupware applies for providing Support and Maintenance Services are flexible and can be modified to meet with specific requirements of any organisation.
Support Availability
Typically, support is available during the hours of 8:00 am and 6:00 pm on normal working days (i.e. Monday to Friday excluding Victorian and National Public Holidays).
Groupware can also offer 24 hour 7 days a week support to clients by arrangement.
Service Priority Levels
Service Priority Levels (SPLs) determine how a particular support request will be prioritised. This prioritisation of a support request is determined by factoring the amount of functionality that is effected/unavailable within an application combined against the number of users effected. The greater the functionality and/or users effected, the higher the SPL.
SPLs will be agreed by Groupware and the nominated Business Support person when a request is received.
SPLs will be agreed by Groupware and the nominated Business Support person when a request is received.
Support Priority Levels Chart
Response and Resolutions
Our standard response and resolution times are based on SPLs and is dependent upon the client arrangement.
Response Chart
Quote
"Those parts of the system that you can hit with a hammer (not advised) are called hardware; those program instructions that you can only curse at are called software."
Author unknown