Help Desk
This is for companies who need help with occasional problems. There is no formal agreement required, but simply a confirmation that this is needed. Issues are typically of a moderate priority, but Urgent or High priorities are accepted and worked on as time permits. All customers receive a monthly report of issues solved or in-progress. A summary of time spent, including estimates for development work, are provided. Click the button below to initiate a support request.
Service Desk
This is for companies who have a specific scope and defined expectations for support. Requirements are described and agreed-to in a simple, jointly developed proposal that can also set a duration for the Service Desk. Time is invoiced at actual each month, with a premium rate for immediate response to Urgent/High priorities. Monthly reports provide detailed activity, development estimates, and may include consultant time sheets if requested.
![](https://www.processone365.com/wp-content/uploads/2022/10/Support_Service-desk.png)
Service Level Agreement (SLA)
These services associated with this business model option are described in the SLA, a document that serves as both a ‘User Guide’ as well as a clear and understandable description of what is covered and what users can expect. The SLA is a 12-month agreement, applying the standard hourly rate for the resolution of all issues no matter the priority. Each SLA has a section that allows customers to include or modify requirements to fit their unique situation.
![](https://www.processone365.com/wp-content/uploads/2022/10/Support_SLA.png)
Your Support Team
![](https://www.processone365.com/wp-content/uploads/2022/09/Grant.png)
Grant McCarthy
EDI Business Analyst![](https://www.processone365.com/wp-content/uploads/2022/09/Nevin.png)
Nevin Ma
ProcessOne 365 Technical Architect![](https://www.processone365.com/wp-content/uploads/2022/09/Andrew_D.png)