In conjunction with our Sydney office Addax offers support from 8AM Sydney time until 5PM Perth time. This gives you access to 10 active support hours per day. There are multiple ways of logging calls and this can be done at any time, 24/7.
The four methods to log support calls
are:
- AWBS - Addax Web Based Support
- Email
- Fax
- Phone
Addax have developed a streamlined process that includes systems to monitor your calls and ensure they are dealt with in an effective manner. All the monitoring and control systems exist within Greentree software. We do not rely on any 3rd party tools to make this happen.
The best way to log a call is through AWBS. This is the fastest and most cost effective solution for support call management because your issues are already documented by the time it is reported to the helpdesk. This saves our time in re-documenting, and reduces the charges that have to be passed onto you in the process.
Click here to download a guide on how to log a support call using AWBS.
When you log a support call you will receive an email providing a log number and description confirming your issue. When the issue is resolved you will receive a second email outlining the resolution. It is important to note that upon receipt of the second email, Addax will consider the issue to be resolved. If you do not find the resolution satisfactory or would a consultant to spend more time on the issue, contact Addax via email or the support phone number (+61 8 92047103) and we will log another call for you.
Of course, if you have a current Support Services Agreement with Addax, you can track the history of all support call logs through your e-service portal.
See Also:
Addax Greentree Support - An Overview
Tips For Reducing Your Support Costs
Software Support Agreement (SSA) Overview |
