Support Services
Phoenix has been successfully providing Support Services for well over a decade to customers in the local government, education, voluntary and the corporate sectors. Our knowledge of the latest technologies and our good understanding of your individual requirements have allowed us to provide you with a high level quality of service.
Here is what some of our customers have to say:
“We think the Help Desk service at Phoenix is brilliant. It’s nice to be able to contact a technical support person directly, rather than logging a call with a non-technical person and waiting for a call back. We hope that Phoenix will maintain this level of service in the future because when you have a real emergency, it’s nice to know that you can pick up the phone and somebody is there right away.”
“We have had a number of important calls and serious problems in recent months and the Phoenix Support Team has done an excellent job of supporting and helping us.”
Expert support of your organisation’s operating systems and applications gives you peace of mind, leaving you free to concentrate on your own business, safe in the knowledge that you have highly experienced and trained professional staff available should you need them.
At Phoenix we offer several different support contracts dependent on your requirements:
Incident Based
This flexible and controlled programme provides technical personnel with telephone support and the option to escalate problems to a specialised consultant. Offered on a pre-purchase basis, customers buy the number of incidents most appropriate to their needs.
Server Based
Providing telephone and remote access support, with no limit to the amount of calls you make and priority access to support in the event of a server failure. Our server-based support programme offers a viable and cost effective way of complementing your in-house technical help desk.
If a problem cannot be solved remotely, the terms of the contract provide a preferred on-site support rate. Also, before the contract commences, a highly qualified Phoenix consultant will carry out a full server assessment to ensure all systems are correctly configured.
Desktop Support
The ideal way to cost effectively outsource your end user help desk, our desktop support programme provides telephone support for most application software with no limit to the number of incidents.
Volume Services Agreement
Phoenix Volume Services Agreement (VSA) offer customers a flexible way of purchasing technical credit units which can be used for both support and consultancy services. With a Phoenix VSA, customers can budget upfront and raise a single PO for a range of planned and ad hoc activities, across a wide range of technical areas.