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CSW GroupCSW’s Customer Support Team provides the highest level of service to our customers. Our highly skilled support team will endeavour to resolve all first line calls whenever possible in the shortest possible time. Should second or third line support be required, escalation to our development teams will be undertaken. All steps are logged using Sunrise Enterprise, a professional support desk product and CSW will endeavour to keep you informed of the progress throughout the lifecycle of the call.
We offer a range of Support and Maintenance Packages which can be configured to suit your individual requirements
Option A: Standard Helpdesk Support
Option A provides the customer with a standard helpdesk support service. Instead of the normal business hours of 9:00am to 5:30pm the helpdesk would be available from 8:00am to 8:00pm Mon to Fri (excluding English bank holidays) to provide system support, normal Service Level Agreements (SLAs) included. As part of the service the customer would be provided with regular update reports on outstanding calls.
Option B: Extended office hours helpdesk support
Option B provides the customer with extended office hours helpdesk support. The hours of business would be from 8:00am to 8:00pm seven days a week from Mon to Mon (including English bank holidays), normal SLAs included. As part of the service the customer would be provided with regular update reports on outstanding calls.
Option C: 24x7 helpdesk support
Option C provides the customer with a 24x7 support helpdesk service Mon to Mon (including English bank holidays). The office would be manned from 7:00am to 10:00pm with out of hours support from 10pm to 7am; an additional hour would be added to the SLA ‘Critical’ to allow for travelling time. As part of the service the customer would be provided with regular update reports on outstanding calls.
