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After Sales Support Options

Our Aims

• Complete and up to date customer and product records and history
• Fast Response and Resolution to customer problems and queries
• Provision of product revision updates and features
• Provision of system update and administrational services Our Service Options

• Pre-Paid Support Basis
• Option 1 - Software Assurance Services
• Option 2 - Help Desk Assurance Services
• The Technology behind the Service

• CyTrack® Customer Database and Company Identification Number
• CyTrack® Customer Service Web Site
• CyTrack® Help Desk Response Centre Database
• CyTrack® CTI Intelligent Call Centre Technology 

Option 1 - Software Assurance Services

Our Software Assurance Service is the entry level after sales support SLA. Software Assurance provides the customer with all software updates and new versions issued over a 12 month period.
All Software updates are issued by e-mail to the customer and provide a secure customer access web site area for download. CyTrack alert all Software Assurance customers whenever new updates are available via e-mail. 

• Software Assurance does not include any Help Desk or service labour coverage, these services are available on a per call basis as above or by the Help Desk Assurance SLA.
• Customers requiring Help Desk Services are charged at Pre Paid Support Charge Rates plus travelling cost.
• Software Assurance is included with all CyTrack products free for the first year.

Option 2 - Help Desk Assurance Services

Our Help Desk Assurance Service provides all the features of Software Assurance (where available) as well as providing access to our Help Desk Services over a 12 month period. The Help Desk provides dedicated trained technicians who can provide ongoing assistance and support over the telephone and via Remote Diagnostics to the customer site. Remote Access is a mandatory requirement for receiving the Help Desk Assurance Service. Help Desk Assurance is a remote service and does not cover any hardware or software on-site warranty.

The Help Desk Assurance Service is available as follows:

Australia Support Team
8.30 am to 5.30 pm Eastern Standard Time (Australia) Monday to Friday, excluding Australia Public Holidays.

NZ Support Team
8.30 am to 5.30 pm NZ (New Zealand) Monday to Friday, excluding NZ Public Holidays.

Asia Support Team
8:30am to 5:30pm WIB (Indonesia) Monday to Friday, excluding Indonesia Public Holidays.

Response time for issues logged with the CyTrack Client Services Team is within 4 working hours of receipt. Subsequent contact will be provided as necessary to update the client of changes in the status of the issue logged.

The CyTrack Client Services Team will respond to non-critical inquiries within 8 working hours,
subsequent contact will be provided as necessary to update the client of changes in the status of the issue logged. CyTrack Client Services Team expects 95% of Help Desk Inquiries will exhibit a response time of 4 or less hours.

• *Includes Software Assurance above. 
• Customers requiring site visit are charged at $75 per hour plus travelling cost.
• Please Note that reinstallation of CyTrack products are not included in any maintenance contract.

Pricing/Quotations for Support Services

Quotations and pricings for CyTrack Services are provided on request by CyTrack Sales or may be calculated via the CyQuote Price Configuration Tool available from the CyTrack Partner Pricing Pages, or your authorised CyTrack Agent.

Call us or let us Call you.