'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
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
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