The intent of this agreement is to provide a single local point of contact for the PortaOne and Quintum components, which means level 2 and above remote support for your system following on from the initial system administrator training, comprising assistance with;

Summary of support provided for PortaOne products

    • Diagnosis of operational issues
    • Rectification of program errors and bugs with the software
    • All patch and maintenance releases of the software
    • Assistance with new configuration requirements and “how to” advice
    • Assistance with day to day operational issues and requirements following initial diagnosis by the system administrator
    • Assistance with and co ordination of maintenance tasks and software upgrades, patches, etc
    • Escalation of issues to the manufacturers, submission of new feature requests, etc
    • General help desk support
The operational hours of support are normal Sydney NSW business hours (BH) – Monday to Friday 9am to 5pm, with best endeavors response out of business hours (OOBH), as well as the ability to contact PortaOne directly for support OOBH on the Porta component(s) related major issues if required. Response times and priority levels are defined on the following page.

Summary of support provided for Quintum products

    • Diagnosis of operational issues
    • Rectification of program errors and bugs with the software
    • All patch and maintenance releases of the software
    • Assistance with new configuration requirements and “how to” advice
    • Assistance with day to day operational issues and requirements following initial diagnosis by the system administrator
    • Assistance with and co ordination of maintenance tasks and software upgrades, patches, etc
    • Escalation of issues to the manufacturers, submission of new feature requests, etc
    • General help desk support
    • Priority hardware replacement on a best endeavors basis
    • Priority handling of all manufacturer’s warranty claims

Support is only provided for products purchased directly from CommsConnect.
For more details please email to our support department.
Support@commsconnect.com.au