RESPONSE TIME

If your support plan includes this option then we will provide your customers with fast service around the clock every day of the year.

Shared Support Plans

For Standard Technical Support provided under a shared support plan (as opposed to a dedicated support plan where a staff member is assigned to work exclusively for you and no other client), we will use our best endeavors to respond to a minimum of 90% of valid queries within 30 minutes of the query being lodged, and to provide the relevant customer with an effective answer to their query within 4 hours of the query being lodged.

Dedicated Support Plans

For support provided under Dedicated Support Plans, your assigned staff will reply as promptly as possible to all queries. The response time will depend on:

  • Ticket volume - If you have a single dedicated technician on duty (that is, if you have purchased one dedicated seat) and many tickets are received within a short space of time then the response time for those tickets will inevitably be longer (on average) than if the same technician only has to handle a small number of tickets during the same timeframe. If your ticket volume is high and response times are prolonged as a result of that, we recommend that you consider signing up for an additional dedicated support seat.
  • Your priorities - You may have assigned other work to your assigned technician and so while that work is being carried out then it can affect the response time for tickets on your support queue. We recommend that you make the priorities clear to your assigned staff so that they know which tasks you want them to attend to first.

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Facilities

Our first-class premises have robust and reliable infrastructure including full backup power, uninterruptable power supply, redundant ISP connections and more.

14-day Money Back Guarantee

If you are not completely satisfied when you hire a staff member on a month-to-month basis then you can cancel within the first 14 days and we will refund the unused proportion of your fees in full.

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