Service Centre / Helpdesk

Consistent with our approach to all service delivery, SMART Service Centre offers the option to augment in-house help desk teams, on a pay-as-you-go (PAYG) basis, with as much or as little additional help desk resource as circumstances demand.

Additional resource just when you need it

Maintaining sufficient expertise in house to provide comprehensive support on all of the switching, routing, security and voice technologies in today’s networks is an expensive commitment that few organisations can justify. Even if you have the luxury of such extensive support, you will still need to cover for staff absence.

SMART Service Centre is available as an ad-hoc helpdesk service (Bronze) or, as a more formalised service (Silver) with Service Level Agreements (SLAs).

	Silver	Gold
	SMART Service Centre		SMART Managed Services
Remote Support Service	Reactive	Reactive	Pro-active
Business Hours Fee	No monthly Fee	From 15 Credits per month	Priced per device/PA
24 x 7 Monthly Fee	Not Available	Reactive	Priced per device/PA
Cost per 1 Hour Call	2 Credits	5 Extra Credits per month	Included
Managed Secure VPN Access	No	Yes	Yes
Service Level Agreement	No	Yes	Yes
Online Project Trackings	No	No	Yes

SMART Service Centre – Silver

This pay-as-you-go service enables you to call on our support just when you need it. You will have phone access to our experts on IP infrastructure, security and communications.

SMART Service Centre – Gold

Should you want the flexibility of pay-as-you-go combined with the reassurance of an SLA – Silver is for you.

SMART Service Centre – Silver includes a range of tools to track and support your calls and all related documentation online, through our SMART Portal. There is also the option for 24/7 support.