CTC

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  Support


 Support
How does the Help Desk work for you?

A CTC Help Desk technician will take the initial call from your staff. The technician will log and review the problem and provide the right solution rapidly.
The CTC Help Desk operates during normal business hours. However arrangements can be made to receive support outside these hours on a one-off or longer-term basis. A few of the highlights of the CTC Help Desk are:

  1. Flexible call logging - via e-mail (csr@ctcorp.com.au) or via a dedicated telephone service.
  2. Guaranteed Response times - a response to your initial call is within 30 minutes.
  3. Up-to-date range of diagnostic services and tools - This enables rapid analysis of your problem using a variety of the latest diagnostic tools including Microsoft TechNet, Web references, product documentation and on-call engineering expertise.
  4. Tiered problem management - If your computer system is down our response will be immediate and you can trust that your call will be given top priority.
  5. Communication of resolved Help Desk calls – You are notified of the resolution of the logged help desk call. Help Desk can monitor a situation via direct dial-in to your computer system to apply a fix or via an e-mailed or telephone solution.

For you to gain the most from your computing investment you need to ensure smooth, continuous operation. Having a sound service and support program in place is essential for systems to operate at their peak – irrespective of circumstances.

CTC’s preventative maintenance programs for system hardware and software are designed to ensure optimum up-time for mission-critical servers. By monitoring system performance either on-site or remotely, we can quickly diagnose faults and take corrective action before they cause failure.



SUPPORT AGREEMENT
   
CTC SUPPORT PLANS
All rates and fees quoted below are exclusive of GST.
Basic SupportStandard SupportPremium Support
Recommended User ProfileRecommended User ProfileRecommended User Profile
  • Smaller Customers of < 10 computer users or occasional users.
  • Local Deployment
  • Medium size Customers of 11 - 29 computer users
  • Local Deployment
  • Larger Customers of 30+ computer users
  • Regional Deployment
Key ElementsKey ElementsKey Elements
  • Monthly Base Fee.
  • Telephone/Remote Support limited to 2 hrs per month.
  • Equivalent to 8 Telephone/Remote Support incidents per mth.
  • Additional Telephone/Remote Support chargeable per hr.
  • On-site support chargeable per hour.

* Hourly rate reduced from casual rate
  • Monthly Base Fee.
  • Unlimited Telephone Support.
  • Specified System Monitoring.
  • Remote Support of 2 hrs per month.
  • Equivalent to 8 Remote Support incidents per mth.
  • Additional Remote Support chargeable per hour.
  • On-site Support chargeable per hour.
  • Higher priority assigned to support incidents.
  • Includes monthly report on incidents.

* Hourly rate reduced from Basic Support rate  
  • Monthly Base Fee per Server plus per Client.
  • Unlimited Telephone Support and Remote Support.
  • Detailed, daily System Monitoring.
  • On-site Support of 2 hrs per server per mth.
  • Additional On-site Support chargeable per hour.
  • Highest priority assigned to support incidents.
  • Includes monthly report on incidents.
  • Includes account coordination and planning.
  • Includes personalized and pro-active support.

* Hourly rate reduced from Standard Support rate  
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