User & Technical Assistance
Give users and administrators a defined way to ask for help with the products and services in scope.
- Access questions
- Technical issues
- Product guidance
SUPPORT & MANAGED SERVICES / WEBFLEG SOLUTIONS
Every hour.
Every day.
24/7/365 assistance and ongoing operational care for the technology your institution relies on.
A service relationship that continues beyond deployment.
Already a Customer? Get Support HERE FOR YOUR NEXT STEP24/7
Service and response terms agreed with you.
365days of the year.
Support that stays with you.
Availability around the clock.Service and response terms agreed with you.
Designed for your next step
Clear service ownership
Agreed operational care
24/7/365 assistance
01 / WHAT WE BRING TOGETHER
Keep the technology working.
Keep the people supported.
Define the products, systems and activities your service agreement covers, with a clear route for getting help.
Operational Care
Agree the monitoring, maintenance and routine checks included for your supported environment.
- Scoped monitoring
- Maintenance activities
- Operational checks
Issue Ownership & Escalation
Make it clear how requests are received, prioritised, assigned and escalated when further attention is needed.
- Request handling
- Named responsibilities
- Escalation paths
Service Reviews & Changes
Review recurring issues, planned changes and evolving needs as part of the service relationship.
- Service reviews
- Change planning
- Documentation
02 / PLANNING OPTIONS
A service plan
around your needs.
Choose the kind of help you want to discuss. The covered systems and activities are agreed during onboarding.
HELP FOR YOUR PEOPLE
A Clear Place to Turn.
Plan how users and administrators get help with the agreed products and technical services.
WHEN IT MAY FIT
Discuss This Approach For institutions that need a defined support route and clear ownership when issues arise.
WHAT WE PLAN TOGETHER
01
Covered Services
The products, environments and user groups in scope.
02
Contact & Triage
How requests arrive and how their impact is assessed.
03
Response Terms
The acknowledgement, response and escalation terms in your agreement.
Scope, responsibilities and service terms are agreed around your institution’s requirements.
03 / HOW WE WORK
Know the scope.
Know who is helping.
A clear service relationship begins with onboarding and continues through ownership, communication and review.
- 01
Agree
Define supported services, responsibilities, channels and service terms.
OUTCOMEAn agreed service scope - 02
Onboard
Record the environment, contacts and access arrangements needed for support.
OUTCOMEA practical service handover - 03
Assist
Receive requests, assess impact and coordinate the next action or escalation.
OUTCOMEClear issue ownership - 04
Review
Consider recurring issues, operational changes and service improvements.
OUTCOMEAn evolving service plan
Already a Customer and Need Help?
Go straight to the support enquiry. Your request stays separate from a service-plan consultation.
04 / SERVICE COMMITMENTS
Available around the clock.
Defined in the agreement.
24/7/365 describes support availability. Response times, resolution targets and covered activities are agreed separately.
24/7/365 Availability.
A support route every hour of every day, through the channels specified in your service agreement.
Get SupportResponsible Access.
Agree the permissions and approval processes used when working on your environment.
Explore SecurityContinuity Responsibilities.
Make backup, recovery and incident responsibilities clear within the service scope.
Explore ContinuityLET’S FIND YOUR STARTING POINT
What would dependable
support look like for you?
Tell us which products, systems and users you need to support. We’ll help define a practical service scope.
Discuss a Service Plan