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Help Desk

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Help Desk support

A simple arrangement whereby you have a fixed number of hours per month for a preferential rate and chosen service level agreement.

Help desk support service key features:

  • Monthly minimum: 2 hours
  • Average response times: 1 Day
  • Access to online help desk: Yes
  • Dedicated Account Manager: No
  • Monthly reporting: Yes
  • Hourly Rate: £90

Who does help desk support best serve?

  • Small-to-medium sized sites
  • Requirement for minor, regular, updates and support - planned and unplanned
  • Clients with budget considerations looking to spread their support costs in a controlled and even manner

Key principles

  • All support requests are to be initiated by email and managed via an online ticket system
  • Each ticket is assessed and triaged by iKOS. A priority ticket classification is only possible if any of the following are true:
  • Service unavailable - e.g. site down
  • Significant financial risk - e.g. price or delivery incorrect
  • Significant goodwill risk - e.g. publicised coupon not working
  • Significant compliance risk - e.g. private data vulnerable
  • Monthly commercial reporting will be produced, logging for all Help Desk & Managed Accounts
  • Agreement term for Help Desk and Managed Account is 12 months

Response time

  • Normal tickets will have an estimate of time required to resolve communicated as well as the timescale over which the work is expected to be achieved
  • All support resourcing is deployed within normal UK business hours

Terms and conditions apply