Support Plans

A Dancrai Network Support Agreement represents a commitment to building a longer term, more strategic business relationship with Dancrai. This allows Dancrai to take more responsibility for a clients current IT stability and reliability; and for ensuring a client is aware of suitable technology trends and advancements that may be of advantage.

Under a Dancrai Network Support Agreement, support hours are purchased in bulk and can be redeemed for regular preventative maintenance, helpdesk and remote support, priority support escalation and project services.

With integrated SLA 's for response times, an online portal for issue tracking and monthly statements of support activity, the Dancrai Network Support Agreement provides a high level of reliability and transparency.

Features

The key services delivered via a Dancrai Support Plan include:

• Helpdesk support via the Dancrai Customer Service Centre
• Prioristised Support with Service Level Agreements, SLAs
• Remote monitoring and support of key IT infrastructure
• Responsive support escalation via the Customer Service Manager and/or Account Manager
• Onsite support on a scheduled basis to perform preventative maintenance and resolve any system faults and non-urgent requests
• Multiple allocated support engineers to ensure continuity of service and knowledge of the site through times of annual leave and sick leave.

Pro-Active Maintenance

An IT Maintenance Checklist defined in collaboration with the client identifies the regular activities required to maintain the network, including step-by-step instructions for those activities the client wishes to undertake themselves.

Reporting and Online Portals

An online portal is available allowing clients to login and see a summary of support activity complete, in progress or yet to be actioned.

Monthly support statements are sent to all Support Plan clients detailing each site visit or support action taken including a record of each individual issue and resolution.

More Information

For more information about Dancrai Support Plans or to have a Network Support Agreement brochure emailed to you, please complete the enquiries form below or call us on 1300 30 82 30.