BASIS

PREMIUM SUPPORT



is like having your own proactive inhouse service desk.

It offers the ultimate in support partnership and service delivery.

BASIS SERVICE CHARTER

By dealing with Basis, you can be sure of a quality service every time. As well as setting Service Level Agreements with all of our customers, we also offer the following key features as standard:

 

National UK Support Centre

– Offering assistance Monday – Friday 8am – 6pm

 

24/7 support for system down time issues

 

Enhancement and maintenance releases

 

Defined Service Level Agreements (SLA’s)

 

Notification Service for support alerts and product

release information

 

Incident reporting

 

Remote assistance

 

Planned or Emergency Onsite assistance

(extra costs apply)

 

Security Management and integrity

 

 

 

We realise each customer is different, that’s why we have tailor made our service plans to suit the needs of our clients, not the other way around.

 

Due to this we now offer the additional Support level including the following benefits:

 

Support outside of local business hours/

global coverage

 

Support staff with in-depth knowledge of customer’s business environment

 

Nominated Support Account Manager as your primary point of contact

 

Regular update calls and SLA reporting

SETTING THE STANDARD

 

A happy customer is at the heart of our business.

We know that when customers need questions answering or issues investigating, they want a fast, efficient and effective

service with a positive outcome. That’s why we set tough  internal objectives and focus totally on delivering excellent customer service.

 

 

SERVICE LEVEL AGREEMENTS



We’re passionate about setting and exceeding our SLAs  with our customers to ensure the best possible support.  The SLA agreement forms part of your contract with us and our teams are focused to exceed expectations, so you can be sure of a quality service every time.

PROUD TO BE LOCAL

 

 

We don’t outsource our support; our national support       centre is in the UK, at our Basis offices and covers local business hours as standard, meaning you get support when you need it.

 

CLICK FOR ONLINE SUPPORT >