Why are we now offering this service?

In an attempt to continue to provide our customers with the highest level of support, the remote technical support service is now available. Some factors that have influenced the decision to make this available are:

• Our commitment to finding ways to deliver faster, more efficient service.

• Our commitment to providing a more efficient service for our customers who are not based in Johannesburg.

• Finding ways to improve cost effectiveness of our service - the fuel price has increased by more than 30% since January.

• Traffic patterns in Johannesburg are making it ever more difficult to get on site quickly.

We have installed and tested a software solution that will enable us to provide remote support for software related issues. This solution enables us to diagnose and even repair issues without being on-site. Even some hardware issues can be diagnosed remotely.

How does it work?

The software runs via an Internet browser (Microsoft Internet Explorer). We would need to connect via your ISDN/ADSL line or wireless Internet system. We would need to have someone at your end to authorise and establish the connection. Once connected, we are able to take control of the computer and work with it as if we were in front of the machine. There is no need for concern over security of your system for - 2 reasons. Firstly, the connection complies with HIPAA, Sarbanes-Oxley and other corporate, local, and federal legislation with end-to-end, 256-bit SSL encryption - the same security levels used and trusted by major banking institutions. Secondly, someone from your company will need to authorise the connection, so we will not be able to login without your knowledge or permission.

How will things change?

Initially, we do not envisage having someone permanently in the office as with a call centre. However, there is generally someone at the office and if not, we will ensure that calls are responded to within an acceptable time period. For our "outside of Johannesburg customers", we will make a commitment to have someone available to respond remotely to a call within 2 hours of the call being logged.

We would like to make it clear that remote support does not eliminate the need to be on-site. There are issues that will still require on-site assistance such as hardware failures. We are hoping to use the remote system to save time and cost where issues can be resolved remotely.

We hope to continue to deliver the levels of service that contribute to the success of your business.

Further Information is available in the Datasheet PDF.

Back to top

Back to Support

  Jump to General Support

  Jump to Specific Support

  Jump to Training

Home

(or use the links on the navigation path above)