1. Research and clarify what the issues are before logging them with the helpdesk - The better you can express and clarify the nature of the situation the faster we can respond.
2. Develop an internal issue logging procedure - If you have an internal issue logging procedure it will reduce the number of calls being logged with the helpdesk because a process such as this defines other areas for GT assistance before the issue is raised with the helpdesk. If you would like assistance with setting up an internal support procedure please contact David Cherny.
3. Appoint a Greentree champion to facilitate knowledge sharing within your organisation - Internal resources such as Greentree champions might have seen the problem previously and therefore may already know the solution
4. Provide ongoing training for new and existing staff - Knowledge is a great thing, develop it, use it and share it.
5. Maintain support contracts and service and support agreements - Maintaining service and support agreements ensures you get the best rates for support whilst not discouraging your staff to use the services that Addax provides

• Calls prioritised based on issue severity - All calls are assessed based on there effect on your system. The response is combination of the severity of the issue and any agreed support levels from an SSA if you have taken the relevant support options. We endeavour to respond to your calls with a much faster response time than that specified in the service and support agreements. However as you would appreciate when the helpdesk is very busy waiting times can be longer than envisaged.

Put these guidelines into place and we guarantee you will keep your support costs as low as possible.