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Submitting a Support Ticket and Designated Contacts
Designated Contacts are Users that the Customer identifies as the primary liaisons between Customer and infoThink Solutions for technical support. Customer shall identify and maintain at least one (1) Designated contact. Customer shall ensure that ...
Where to submit a Support Ticket
Submitting a Support Ticket in any of the followings ways by Customer's Users. Email: support@infothink.com.au Support Portal: https://support.infothink.com.au/portal After hours support number will be provided directly to your designated contact. ...
Severity Levels
This is only applicable to Managed Services. Issues will be categorised and handled according to an assigned severity level. The ticket severity level is selected by the User at the time of ticket submission, and will be updated by infoThink ...
Service-Level Agreements
Services will be provided to customer's users in accordance with the standard SLA within this description. Users can submit support tickets over the Web or via Email. Support Plans and Retainer Services Support plans including retainer services are ...
Fees Information
Service Unit / Fee + GST Jan-2022 Jan-2023 Zoho Billing Account Management Annual fee - $240.00 Zoho Consultation (Phone/Remote) Minimum hourly rate $160.00 $180.00 Zoho Development, Custom Function, Integration Minimum hourly rate $200.00 $220.00 ...