As of the first of January 2017 you will need to lodge a ticket in order to have your requests for technical support attended to. This will ensure all support requests are seen by everyone in the ‘Support Team’ and eliminate requests for support being overlooked. The support ticketing system also ensures the fastest response times to your requests.
Lodging a ticket is a very simple process and the majority of our clients use this system and recognise the benefits in doing so. If you are unclear on how to lodge a support ticket, please refer to the knowledge base article http://admin.integratedprivate.com.au/customer on the process.
We recommend you familiarise yourself with the ticket lodgement system when you have a few minutes spare time rather than waiting until needing something done urgently to eliminate any frustration. Feel free to lodge a ‘Test Ticket’ in order to see how the system works and we will reply, acknowledge your ‘Test Ticket’ and then delete it from the system.
Those familiar with ticket lodging via the integratedPRIVATE client portal will notice a change to layout and wording of the Terms and Conditions that you accept by clicking the ‘Support’ button. All support requests for work not listed as ‘Free Support’ will be ‘Paid Work’and the time taken to solve your request will be charged at our hourly support rate of $150 +GST
For example: If you request a Handisoft update which takes 10 minutes for us to complete you will be charged $25 +GST
The support invoices for anychargeable time will be sent out on the first of each month and will be accompanied by a separate email with a breakdown of your Ticket request and time taken to solve your request.
Thursday, December 22, 2016
