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
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/
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.
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