Our Services

 

'Having a support service is expected and not having a support service is detrimental to uptake and utilisation.'  
Hamish Holewa - Eco Cloud

 

Basic User Support Service

eResearch communities or applications wishing to have a support desk with the option to have an end user support portal.

  • Themed user support portal
  • 2 agent licenses
  • Assistance and advice on integration of knowledge base
  • Email ticket functionality with optional chat and phone support
  • User forums
  • Advanced support portal and helpdesk tool training
  • Usage reports 
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Research Domain Support

eResearch communities that want discipline specific responses to queries.

All elements of Basic Service plus

  • Development and implementation of a support model for the facility including setup, management and operation of best practice support service 
  • Knowledge base consultancy including categories and porting of existing content 
  • Service desk tool agent training 
  • Development of Service Level Agreements for different queue/groups
  • Development and implementation of automated ticket response emails
  • 10 agent licenses
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CUSTOM SUPPORT SERVICE

eResearch services or applications wishing to use helpdesk tool and for a DIY user support portal.

  • Individual licences with all inclusions
  • Basic support helpdesk tool training and portal training