How does the Helpdesk work?

Call a dedicated local support number

1. Helpdesk answers
   
   
2. Issue is logged and fix attempted by helpdesk staff
   
   
3. If Engineer fix is required, this will be attempted as soon as possible Hourly engineer charge (remote rate) will apply
   
   
4. If this is not possible or fails, an Engineer visit will be scheduled based upon the urgency of your requirement. Hourly Engineer charge (onsite rate) will apply
   
   
5. If the problem is required to be fixed to a very urgent schedule an Engineer will be despatched but Call out and mileage may apply
   
   
6. You retain full control over costs and can either authorise any extra expenditure before it is incurred, or you can preauthorise a budget in advance
   
   The main thing here is that the authorisation procedure should not interfere with the speed of the fix.
   How does time recording work?
   

For more information please see our support packages pages