24/7 Print Management Support

Betasoft is built on providing best-of-breed specialist support services.  We provide 4 service options for SafeCom, Equitrac, and PaperCut:

Vendor Maintenance

A request pass through service which includes:

  • 48 hour response SLA
  • Access to the request portal for vendor feedback
  • Raise ticket requests via email and web only
  • Access to software updates, bug fixes, and vendor documentation

Standard Support

Includes all ‘Vendor Maintenance’ elements in addition to the below:

  • 4 hour SLA instead of 48 hours
  • Remote desktop access and phone support
  • Technical support troubleshooting performed by Betasoft L2 consultants
  • Priority given to P1 issues e.g site outage
  • Internal weekly review of on-going issues

Enhanced Support

Includes all ‘Standard Support’ elements in addition to the below:

  • 2 hour response SLA instead of 4 hours
  • Remote desktop access and phone support used as primary support methods
  • Log gathering and ‘extra mile’ support services pro-actively given once issue is raised

Managed Service

  • Print management provided as a service
  • 24×7 monitoring of all services and dependencies
  • Utilise cloud based solutions to introduce high level of resiliency and testing
  • Full stack management from physical to application layers
  • Regular proactive review of issues, emerging patterns, and mitigation actions or suggestions

Service Enhancement Bolt-Ons

  • 24 hour out-of-hours cover
  • Periodic System healthcheck and report documentation
  • Packaged project professional services
  • Product enhancement customisations

Download Your Guide To Digital Transformation

Chat with an Expert Today