Support

Professional Support Solutions

ADDCOM Wave is committed to ensuring that customers derive maximum benefits from their installed systems. Should assistance be required, our experienced support teams provide a rapid and efficient resolution.

We know that not all organisations have the same needs and offer a wide range of support packages to cover all bases and requirements. Contact us today to find out which package best suits you.

Our Support Goals

Automatic Remote Monitoring

We monitor systems remotely to ensure everything is running smoothly. Should a problem be detected, our support staff are automatically alerted to resolve any issues in order to prevent or minimize business impact.

Assurance

Our team can provide hardware, server software, database and user application software support as necessary. All recommended patches and service packs are installed at no charge during standard support hours.

Proactive Issue Resolution

Our support team pro-actively responds to system issues and can often have the problem resolved before it causes any disruption to users.

Support Ticketing

Support tickets can be logged by phone, email or via web-portal. These tickets can be tracked until the problem is fully resolved.

Support Packages

Option Features
Base

Monday to Friday

Critical problems responded to within 8 working hours

Fix provided within 3 working days

Automatic monitoring

Critical updates

Fast Response

Critical problems responded to within 2 working hours

Fix provided within 8 working hours

Extended Coverage Options Features
24 / 7 Coverage

24 hours per day, every day including public holidays

Saturday Coverage

Coverage on Saturdays

Sunday Coverage

Coverage on Sundays

Holiday Coverage

Coverage on public holidays

Extended Daily Coverage

Includes cover from 7am to 10pm

Software Assurance

Access to software updates

Kept up-to-date with the latest software versions

More

Helpdesk Reporting

Regular service desk reporting is included free of charge on larger systems

Servicing Options

A regular check-up is included. On larger systems, our DBA service ensures optimal performance.

Moves & Changes

We give you a credit of 10% of the value of your maintenance which you can spend on moves and changes.

Training Options

You will receive a 20% discount on our training packages when renewing your maintenance package