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NovaCura Helpdesk
We offer a wide range of helpdesk services for IFS Applications and NovaCura's own products. The range encompasses everything from reception and routing of issues to 1st and 2nd line support and all manner of expert consultancy. This is where you can get assistance with questions and problems as well as any improvements required.
There are numerous benefits to NovaCura Helpdesk:
• Guaranteed period of uptime for each customer
• Agreements tailored to suit your business
• Agreements tailored to suit support needs, big or small
• Rapid response time
• Swedish and English-speaking personnel
• Scope for reporting issues around the clock
• Multiple reporting channels, including supportweb, e-mail and telephone
• Option to replace unused hours with continuous services
Our helpdesk agreements
NovaCura offers a variety of agreements tailored to suit the support needs of businesses. Irrespective of whether a customer requires daily support demanding a rapid response and swift investigation or assistance now and again with more complex support issues, we can put together a suitable package.
Our helpdesk agreements are composed of a basic package and various building blocks that reflect preferred response times and desired number of support hours per month. The basic package is included in all agreements, while the building blocks are chosen by the customer according to their business needs.
Reconciliation of hours of work and monitoring are performed against the agreement each month.
Basic package
All helpdesk agreements include our basic package. The basic package provides helpdesk access by telephone, e-mail or reporting an issue via an online interface. Office hours for the personal telephone service are 08:00-17:00 (closed for lunch 12:00-13:00). Our customers have free access to our issue management system JIRA, which displays all issues and provides a facility for producing statistics and overviews. Access to our issue management system for your own projects is also included.
The basic package also includes project management on the part of NovaCura in respect of monitoring, prioritisation of issues, production of statistics and necessary administration in JIRA.
To design a unique agreement, we add two 'building blocks' – Availability and Volume – to our basic package according to customers' needs.
Volume
Volume reflects the number of hours of guaranteed support required per month. The more hours, the lower the hourly rate. Settlement is performed per month and there is ongoing monthly invoicing. Hours in excess of the agreed number are invoiced at the agreed hourly rate on an ongoing basis in connection with the monthly charge. Unused hours cannot be carried forward to the next month.
Volume can vary from 5 hours per month for one customer to 80 hours per month for another.
Availability
Availability comprises various availability options divided into three different categories based on the speed of the response in the event of reporting an issue.
1. Blocker (Emergency)
2. Normal (Non-emergency, but should be dealt with quite quickly)
3. Minor (A minor, trivial problem or a preference)
These categories each have a different response time depending on the severity of the problem. A critical problem, for example, may have a response time from 2 to 8 hours, depending on the customer's preferred category.
We can, of course, offer our helpdesk services for fixed periods as well. This may be useful during upgrades or commissioning work when there is an increased temporary need for business support. Please contact us if you would like to discuss your support needs!
Our Helpdesk Manager is Maria Lindh.
Telephone number for NovaCura Helpdesk +46 31 - 760 46 01