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Q. Why do I need so much time for Support?
A. The time allowed under a Support Plan
is based on our experience with many
clients and provides the maintenance your
systems require to keep them running smoothly
and avoid large-scale problems, as well
as providing User Support to keep the business
operating effectively. Under a Support
Plan, you will reduce IT expenditure, and
increase your systems reliability.
Q. How does Scheduled Onsite
Maintenance work?
A. Scheduled Onsite Maintenance is performed
on a regular basis and set for a prearranged
time and day. Engineers rotate these
visits, ensuring that someone who understands
your systems is always available. Please
note that any call-out fees associated
with these visits are added to your monthly
payments to cover the time and vehicle
costs related to travelling to and from
your premises.
Q. What is Monthly Free-Time
and how do I check how much I have left?
A. Monthly Free-Time can be used for adhoc
requirements, including extra maintenance
work or break-fix work (e.g. a problem
with email, a PC, or server). Note that
Support Plans are for maintaining existing
systems and do not cover the installation of
new hardware or software. Monthly Free-Time
hours are credited at the beginning of each
month and expire on the last day of each
month. (Note that additional onsite visits
may incur a call-out fee)
Q. If something goes wrong,
how do I use my Monthly Free-Time and get
help?
A. Either call 09 833 7003, or email us
by clicking here.
Q. What if I want to use
a different plan?
A. If you have extremely simple requirements,
new, robust systems, and users that only
access basic features, you may want a Support
Plan lower than the one recommended. In
this situation, we cannot offer you; Monthly
Free-Time, Replacement Parts, Systems Documentation
or Systems Analysis. If you have additional
support requirements, you can move to a
higher plan at any time.
Q. How do I Pay for my
Support Plan?
A. A monthly payment is calculated by adding
the call-out fees for the Scheduled Onsite
Maintenance, multiplying by 52 (no. weeks)
and then dividing by 12 (no. months). This
amount is debited from your bank account
on the 21st day of each month (or next
business day). For your records, we provide
a Tax Invoice for your Support Plan at
the beginning of each month (any additional
parts, service or call-out fees are invoiced
separately). Synaxis Support Plans are
for a minimum period of six months - after
this, you can arrange for the service to
be discontinued by providing one month
notice.
Q. When can I use the Discounted
Business Rate and how does it work?
A. This can be used for all additional
service required above the Monthly Free-Time.
It includes Onsite work, Help-Desk services,
Remote Support and the use of our Service
Centres. The rate of $60.50 per half hour
provides a discount of more than 15% from
our casual rates. (A 15% discount also
applies to installation services associated
with project work.) Please note that call-out
fees apply for each onsite visit.
Q. What is Remote Support?
A. Synaxis will set-up your server(s)
to allow us to provide support from our
offices. If you have an urgent server problem,
we can dial into your system and fix the
problem immediately to minimise downtime.
(Synaxis understands that a significant
level of trust is required and all staff
have signed confidentiality agreements.
Copies of these are available on request.)
Q. When do I get the Systems
Documentation and Systems Analysis?
A. A Technology Audit is performed upon
commencing a Support Plan and then on an
annual basis. Your Systems Documentation
is provided in a written report and made
available through our website (to enter
Synaxis Central, click here). A Systems
Analysis report is provided to you each
month to give you an update on your systems
and any potential issues.
Q. Can I spread my Support
Plan across two or more sites?
A. No, to ensure that each site gets the
maintenance work it requires, the Support
Plans are specific to a single site.
Click here for
Support Plan Case Scenarios
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