What is it?

A simple fee for service option that provides support to help you get out of immediate difficulty.  A 2-hour minimum of services are pre-paid.

Who is it recommended for?

• Emergency IT support
• A great way to sample Generation-e support (most Ad-hoc customers rapidly move to B-Serv)

What does it cover?

• Phone support & onsite engineer
• Any problem, change, vendor, product

What are the benefits?

• An effective way to trial Generation-e if your previous supplier has left you in the lurch
• A flat hourly rate is charged with no differentiation between senior or junior resources, between troubleshooting and configuration changes or between phone or onsite support
• No extra charges for travel time
• Extended hours of coverage outside of normal business day

How do I engage support?

Our helpdesk will work to solve your problem rapidly.  If the helpdesk can't solve your problem remotely, in a rapid timeframe we then despatch a field engineer to arrive on site.  Every case you raise is logged in our CRM against your account so we can track trends of problems.  This process also generates an email so you know when a case has been opened, closed or updated.  You can view the status of your cases online via username and password at the self-service portal.