Support
"Service level agreements determine problem response procedures, response times, critical defect resolution protocols and support services"
Agreon, together with its solution partners, can provide a tailored support service plan to meet each customer’s specific support needs. Service level agreements determine problem response procedures, response times, critical defect resolution protocols and support services, that may include:
- Technical support via email, telephone or fax during normal business hours;
- Support Escalation procedures;
- Agreed remote diagnostic services;
- 24x7 support from Sydney and Dublin offices.
Agreon aims to deliver the highest quality support to all customers. For each customer, Agreon generates a specific environment support manual incorporating customer support guidelines that address all aspects of the support services.
During the installation phases of an initiative, Agreon assigns a Customer Support Officer who is responsible for supervision of support service delivery to your organisation. This officer, while not necessarily responsible for the handling of each problem, is nevertheless accountable for problem resolution and support delivery in accordance with the terms of the service level agreement. Further, this officer also acts as your Agreon point of contact on each problem status.
