The Helpdesk at Accolade allows our customers assistance with support issues that can be addressed in a quick and efficient manner over the phone. This is called Level 1 support. Level 1 support provides assistance to users of systems with the standard functions. Level-1 support, at its most basic definition, is the interpretation and extension of the system manuals by a skilled and experienced consultant. That is, most level-1 support issues could be resolved, internally, by the user referring extensively to the manuals. Click here to read a quick guide to level-1 and level-2 issues.
In order to use the Helpdesk, you have the choice to maintain a Client Support Agreement (CSA) with Accolade or to choose to use Accolade for support on a Casual (ad-hoc) basic.
(Click here for a CSA overview)
Benefits of a CSA are: - Level-1 support
- Account management
- Customer Care
- Relevant up-to-date product information
- Discounts on Rates (Appendix 1)
- Priority service over customers not holding a current Client Support Agreement
- Regular informative newsletter
- Informative seminars
- Prepaid Hours Discounts
- After Hours On-Site Consulting
- Specialist Services
- Call out fees are waived
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