Betasoft provide a variety of Technical Support Services for any of the products covers by us. Services range from Essential break-fix to fully managed software and infrastructure

Introduction

Understanding that responsibility for our solutions is ongoing, Betasoft work with customers throughout the life-cycle of a system to deliver satisfaction and improvements.  To accommodate the client’s differing technical needs, we have 3 levels of support: Standard, Enhanced and Managed Service. All levels have email support and access to Betasoft’ s unique and extensive knowledgebase. All support and maintenance calls are processed using a formal support ticketing system.

Note: Betasoft Technical Support can only be provided where valid vendor software maintenance is in place.

Standard Support

This is the best value support option offered by Betasoft:

 

  • 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

This service replaces all of the standard or enhanced support option features:

 

  • 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 Bolt-Ons

The options below can be added to any of the previous support options:

 

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