Remote Helpdesk Facilities Ireland
A typical standard maintenance and support agreement from CDSoft offers customers fully inclusive access to our helpdesk during normal working hours via Telephone Support, Remote Access Support and On-Site Support/Service.
1. Telephone Support
The first normal point of contact is a telephone call to the support desk, where the problem is diagnosed and an appropriate response is determined. Once a problem is logged and prioritised, a technician then either calls back or accesses the problem remotely.
2. Remote Access Support
Where possible, CDSoft will set up secure remote access to your systems, providing a very fast resolution to your problem. Customers are required to have broadband internet access, a firewall that supports remote access and a static IP address assigned by the broadband provider for this to work.
3. On-Site Support/Service
Where telephone technical support and/or remote access support cannot resolve an issue, a service engineer will be dispatched to address the problem.
Response times vary depending on the type and nature of the problem. Our expected maximum response times are as follows:
| Telephone Support | 1 hour, unless otherwise agreed |
| Remote Access | Server/Critical Issue:1 Hour; Desktop Issue: 2 Hours; Non-Critical Issue:4 Hours |
| On-Site Support | Server Response:4 Hours; Network Response: 8 Hours; Desktop Response:24 Hours |
For existing maintenance customers, please log onto http://support1.cdsoft.ie:8100/Ulysses/customer/index.php with your log-on details for even faster support!
Looking for a fast and easy way of resolving your IT issues? Liaising with our helpdesk couldn't be easier!