The
Helpdesk
assistance can be gained by:
Entering the
web page http://help.rev.com.au/
into your Web Browser and and log onto it.
Helpdesk
Service covers
1.
Assistance with
RDMS usage (first 15 Minutes per day included).
2.
Identifying RDMS
application problems for handover and resolution from the support team.
3.
Identifying
Server and Network problems for hand-over to the
Note:
Up to 15 minutes/day of helpdesk assistance as described above is included in
the annual maintenance charge. Additional time is then charged in 15 minute
blocks at $25 per block (or at a price as advised from time to time).
The
two examples of RDMS helpdesk support below serve to illustrate the difference
between included and chargeable support:
Example (1) A RDMS user logs an issue onto the website, as they are not sure how to
create a credit adjustment. In this example the helpdesk will provide the user
with the assistance over the web or email response otherwise by phone (up to 15
minutes within the same day). If
the same user logs for the same assistance repeatedly, then they will be
referred to the knowledge base within the website for assistance or referred to
the education group as clearly further training is required.
Example (2) A RDMS user logs as issue onto the website (if possible) or by phone, to
report that they are not able to access RDMS from their terminal. In this
example the helpdesk will provide the user with the assistance over the
telephone attempting to diagnose the problem with the user (first 15 minutes are
included in the annual maintenance charge other wise time and materials will
apply). If the problem is not resolved and requires assistance from the
technical services group then the call
will be transferred to provide assistance. If the technical services group needs
to attend the site to rectify the problem then it is chargeable at the
prevailing hourly rate (initially as set out in Attachment C of your agreement).
In addition any reasonable ‘out of pocket’ expenses such as travel
and accommodation costs are recoverable.
Hours
of coverage
Weekdays
8:30am to 6:00pm EST.
After
hours coverage is charged at the rate specified in Attachment C (minimum charge
of 2 hours).
Response
times
1.
1 Hour call back
for system down (level 1).
2.
4 hour call back
for other logs.