Support Services

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Support Services

Predictability can be a foundation of infrastructure planning and cash flow. Computergate is the leader of IT infrastructure solutions and support with CARE. The Computergate CARE program extends predictability to the continuing operation of infrastructure, ensuring that it always meets performance specifications, is regularly updated to the latest software and hardware revisions, is supported by a comprehensive support network and is charged at a predictable monthly cost.

Customising your service needs ensures you minimise your expenditure while maximising the performance of your IT equipment.

At Computergate we pride ourselves on our ability to adapt to the varying needs of our clients. We support your IT, technology warranties and industry specific systems as part of our continuing commitment to provide you with a superior alternative. Every business has its own specific needs and unique requirements. Computergate is able to develop industry specific solutions to support your technology equipment – allowing you to focus on core business and maximise productivity of non IT staff.

Please contact call on 1300 137 585 and any of our staff will be very pleased to discuss your IT service needs.

CARE Support Program

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Overview	• 24x7x365 Priority 1 Support • Case Management Options • Computergate Support Portal • Hardware and Software Support	• Preferential Case Handling • Designated Customer Support Engineer • Major Software Release Reviews • Feature Request Updates
Feature Summary	Office Hours Helpdesk CARE Priority and Response SLA Case Management	Monday to Friday 8:30 a.m. – 5:30pm 24x7x365 Toll-Free Phone Support Bronze – On-Site (Business hrs): 24hours Gold – On-site (Business Hours): 4 Hours Platinum – On-Site (24 hrs x 7 Days):4 Hours System Down – On-Site < 4hrs Web – Manage cases in the Support Portal Email – Email from registered support addresses Phone – Call our global toll-free number
Care Features	Support Portal
	Case Management	Easily open and update cases.
	Knowledge Base	Search an extensive database with answers to technical questions.
	Documentation	Download user guides, manuals, release notes and other collateral.
	Virus Outbreaks	View filters for up-to-date outbreak rules to detect viruses.
	Security Alerts	Updated listings of vulnerabilities and issues.

	Hardware & Software Support
	Software Licensing & Renewals	Periodic email notifications about software renewals & upgrades are sent to registered Customers.
	Software Support	Assistance to most current software and firmware upgrades to vendor appliances can be performed directly from Computergate at any time.
	Hardware Support	In the event of a hardware malfunction, Computergate provides field units technicians and replacement parts within service commitment.
	Remote Diagnostics	When working a support case, Computergate Customer Support Engineers have the ability to perform remote diagnostics. Support tunnels are initiated and opened only upon the request of the customer.

	Account - Based Services
	Preferential Case Handling	Computergate customers with CARE Support receive preferential case handling (in conjunction with the case priority and case processes) for effective and efficient case resolution.
	Regular Preventative Support	To minimise downtime regular routine system checks are provided to prevent unscheduled outages. A Computergate Customer Support Engineer is designated by account.
	Account Management	Periodic meetings to discuss and review issues and business requirements. Discussions surrounding Services, Technology & areas of cost savings to improve efficiencies and new products that are available.
	Case Management	When requested, periodic conference calls are held with a Computergate sales team member to discuss feature requests submitted by the customer.
	Case Processes
	Case Hand	Computergate is dedicated to providing a superior customer support experience each and every time. For a streamlined approach, and to ensure effective problem resolution, case processes leverage priority, service level agreements (SLAs) and issue categorization.
	Case Escalation	Cases that require additional attention are escalated internally to a Computergate Customer Support Manager. To ensure consistent case management, the Computergate Customer Support Engineer who opens each case will continue to handle it through resolution.

CARE Support Program
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Support Portal
Case Management	Easily open and update cases.
Knowledge Base	Search an extensive database with answers to technical questions.
Documentatio	Download user guides, manuals, release notes and other collateral.
Virus Outbreaks	View filters for up-to-date outbreak rules to detect viruses.
Security Alerts	Updated listings of vulnerabilities and issues.

Hardware & Software Support
Software Licensing & Renewals	Periodic email notifications about software renewals & upgrades are sent to registered Customers.
Software Support	Assistance to most current software and firmware upgrades to vendor appliances can be performed directly from Computergate at any time.
Hardware Support	In the event of a hardware malfunction, Computergate provides field units technicians and replacement parts within service commitment.
Remote Diagnostics	When working a support case, Computergate Customer Support Engineers have the ability to perform remote diagnostics. Support tunnels are initiated and opened only upon the request of the customer.

For more detailed information please do not hesitate to Contactour highly trained friendly support staff on: 1300 137 585. Or you may simply fill out the 'Quick Inquiry' form found at the top left-hand side of the page and we will have some contact you directly about your query.