All helpdesk agreements include our basic package. The basic package provides support 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 to monitoring, prioritization of issues, production of statistics and necessary administration in JIRA.
To design a unique agreement, we add two ‘building blocks’ –Time Bank and SLA for response times – to our basic package according to the customers’ needs.