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Help Desk & Telephone Support Contracts
Our help desk service has been developed in consultation with the needs of our customers, providing access to first level technical phone support.
80% of help desk calls require fast resolution and often take less than 15 minutes to resolve.
This service has a conveniently packaged number of help desk incidents of less than 15 minutes of engineer support time duration (this includes off phone investigation time). We aim to respond to calls logged with our help desk service within one hour if all of our help desk operators are busy servicing other calls.
Customers are entitled to a number of 15 minute help desk incidents per month.
- Small Business (for less than 10 users) ~ 5 incidents
- Small-Medium Business (between 10 and 20 users) ~ 10 incidents
- Medium Business (more than 20 users) ~ 20 incidents
A key benefit of this service is that all remote support incidents for help desk subscribers is charged in 15 minute increments. Normally a half hour minimum customer charge applies for every non-help desk service request.
If the support issue cannot be resolved in 15 minutes or the engineer determines that a quick fix is not possible then the incident will be converted to a non-help desk incident at preferred customer contract rates. This time can also include liaising with Software Vendors or Internet Service Providers per customer request. Help desk calls cannot be accumulated/carried over to next month.
Utilisation of this service results in lower costs for customers who regularly contact and use Forsythes IT for support.
The ability to rectify issues through our help desk/remotely reduces the need for an engineer to attend site (usually minimum one hour fee plus travel) and delivers faster fault resolution to the customer.
We also offer fixed fee telehone support for Financial Software customers.
Click here to make an enquiry about our Help Desk Service.
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