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

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