Our worldwide partners operate a joint support team with ourselves.
Helpdesk: Issue Support & Resolution
Our partners and ourselves provide working day level-1 support. PBL also provides top-level support which is accessed through partner's Helpdesk. All parties have a published SLA and the terms of this support are in your agreement.
An automated ticketing system is used for traceability.
User Support Issues
Centre customers will generate many questions, most of which can be handled by our standard documentation, centre training and good procedures.
However when this isn’t sufficient we can analyse the issue and provide a diagnosis. Together we will offer a resolution if the issue is a relevant issue. Otherwise the response is to point the end customer in the right direction.
The Helpdesks have a primary concern to assist and protect the centre.
ISP Liaison
One of the most frequent issues a centre deals with is poor performance from their ISPs. Between us, we monitor availability, document issues and talk directly to your ISPs.
Collectively we can also help you source a new ISP and simplify the migration for you.
Hardware Recovery
If your server hardware fails, there is a well-rehearsed rescue scheme. In the UK, your hardware is usually covered by the SLA for a next working-day replacement.
System Recovery Services
Daily backups (online) of Medusa set-up and configuration, with billing data stored. USB or local network configuration backup/recovery is available.
Medusa has local backup and diagnostic recovery. New systems can be personalised by loading of the configuration backup.
Software Updates
Medusa licenses include free software updates for all systems so long as the system is under an SLA. Thus your investment is protected.
Updates covers enhancements to existing functions, security fixes, and small scale improvements.
Security & Monitoring
If we are advised that our system needs a security update, we apply this automatically.
Primary Internet connections are monitored continuously by the Helpdesks.
When Medusa becomes concerned about a situation, it issues a relevant warning alert to the centre and support desks
Training & Resources
Medusa customers with an SLA can receive free training and free attendance at Medusa online events.
We also provide supported customers the right to use our library of resources, such as analysis spreadsheets, end user documentation, and much more.
Consultation Service
Because we cover a large number of centres worldwide, we have some knowledge of how to optimise services and revenues for centres. We can also provide input in marketing, revenue generation and business process operations.
NOTE – this is not an agreement but a guidance note. Your agreement is supplied separately.
|