Our Maintenance and Support Service operates on a proven “Support Flow” escalation method, which has been designed to optimise the “opportunity-to-fix” at each level of the support escalation process.

Support Flow Stage-1: Customer Support Portal

Support Stage-1 is our Netpractise Customer Support Portal, which can be accessed via the Internet 24-hours a day, 7-days a week. Our Support Portal provides a wealth or information and support resources for our customers, enabling simple troubleshooting and 1st-line self service.

• FAQs
• Self Service Guides
• User Manuals and Product Guide downloads
• Software Upgrades [subject to Software Maintenance Agreements]
• Support Ticket Raising
• Support Ticket Tracking

Support Flow Stage-2: Helpdesk Support

The Netpractise Helpdesk is operated by our specialist team of technical personnel. Our Helpdesk engineers provide technical support, problem solving and a point of contact throughout the resolution of your support issues. Standard Operational Hours are 09:00 – 17:30 Monday – Friday (excluding holidays). Extended Operation Hours are available depending upon which Service-Level Agreement you choose.

Support Flow Stage-3: remote Access Assistance

Our Remote Access Support facility enables our Helpdesk engineers to access and remotely control any of your compliant network devices via a secure Internet connection. Our Remote Access solution works with your existing network firewall and requires no additional configuration by your IT personnel. Our Remote Access sessions are protected by industry leading encryption and authentication tools and SSL protocols. Netpractise is partnered with LogMeIn, a leading provider of on-demand remote-connectivity and support solutions, serving over 40 million devices world wide. Standard Operational Hours are 09:00 – 17:30 Monday – Friday (excluding holidays). Extended Operation Hours are available depending upon which Service-Level Agreement you choose.

Support Flow Stage-4: Call-Out Engineering

This service ensures that installation/configuration engineers are dispatched to site to resolve any issues resulting from faulty systems or hardware, which cannot be resolved via our Remote Access Support service. Call-out engineers can be dispatched to site as soon as possible on a Time + Materials basis to attend to any issues. Standard Operational Hours are 09:00 – 17:30 Monday – Friday (excluding holidays). Extended Operation Hours are available depending upon which Service-Level Agreement you choose.