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The support services from BadgerNT cover:-

1. HelpLINE Hosted service
2. BadgerNT Service Desk
3. BadgerNT Self Service
4. Maintenance support


Our HelpLINE Hosted Service offers access to a complete system management solution. The hosted service benefits businesses where IT is not a main activity or where in-house IT resources may be fully committed supporting core business activities. HelpLINE Hosted delivers an effective hands-off solution without requiring high levels of input from your team. HelpLINE Hosted benefits organisations of all sizes that have already outsourced non-core IT activities.

How does HelpLINE Hosted work?
Your BadgerNT Service Desk, support team and your customers (the people reporting incidents) will access HelpLINE over the internet using your customised, easy-to-use web interface. Management facilities (such as maintaining customer details, reporting, etc.) are also available via this web interface. Configuration changes can be requested via the BadgerNT Service Desk (by email or website). Most systems operate over a shared server, but we can also provide a dedicated server solution if you wish.

How is security managed?
You can rest assured that your data is safe with us. We will protect your data with the same security that we use for our own. It is kept safe from unauthorised access (both electronic and physical) and backed up regularly.

What will the HelpLINE Hosted service cost?
HelpLINE Hosted incurs an initial configuration fee, dependent on the complexity of your operation. This includes discussing your detailed requirements with one of our consultants to ensure that the system we implement for you fulfils your needs. Once the system is set-up and tested, you will pay a monthly or yearly rental which depends on the number of concurrent users who need to access your system. You will automatically benefit from any enhancements and upgrades to the software as soon as they are available.


Our Service Desk offers you a single point of contact with a dedicated team of HelpLINE experts, by email or phone, who will:

  • resolve product issues
  • answer queries
  • provide information about the latest releases
  • offer tips and advice to help you get the best from HelpLINE
  • implement configuration changes for hosted and managed services


We also encourage the Self Service approach by offering:

  • Access to online knowledge base and FAQs
  • Easy-to-use incident reporting
  • Standard service requests
  • Full product manual set
  • Service pack and other useful downloads


Your annual maintenance and support agreement gives you many benefits:

  • Free access and entitlement to new versions, updates and upgrades as they become available
  • Ongoing product support (see Service Desk)
  • Access to online support tools and information

There is a choice of maintenance service levels. CLICK HERE for full details of our Standard, Gold and Platinum service levels

 

 


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