Helpdesk Support
We have a dedicated helpdesk support team at our office in Rivonia providing 1st Level support and then 2nd Level onsite support, backed by Sage’s support desk at a 3rd level escalated support structure supporting all our valued customers ensuring that all queries are resolved in a timeous manner. Support queries are initiated from either telephone, e-mail, case tickets/incidents or via Skype queries.
What we provide
Telephone Support
E-mail Support
Remote Support
Onsite Support
Incident and Ticket Management
Escalations and Reviews
User Satisfaction Analysis
Knowledge Base – Self Service
Why choose us?
We practise what we preach by utilizing our CRM system capability to automate all our support processes with full audit history. Therefore our valued clients can also log into our customer zone to log new queries and view all their support related queries and can further use the self-service portal to view knowledge base articles of related queries and updates.
The general support helpdesk is available during the day within office hours from 08:00 – 17:00 (Monday – Friday) and all after hours’ and weekend (Saturday and Sunday) support queries are assigned to the remote support team managing the afterhours support line.