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Smartcare™ – Professional Support Services

Unlike other suppliers, who often rely on manufacturers or third parties, Smartpresence is proud to support its own customers directly. Our support team of experienced, certified engineers offer a variety of support packages tailored to suit the needs of each customer.

Our philosophy is ‘video has to be easy’ but sometimes things do go wrong. Smartcare is here to help in that instance. The support team member who answers your call will help resolve your issue as soon as possible.

Access is also provided to our unified service management system. From here you can view your assets or log and track your service requests either online or via your iOS and Android device.

Smartcare™ Silver

Available only at the time of initial purchase, Smartcare silver provides a basic level of hardware and software cover for 12 months.

Smartcare™ Gold

Smartcare Gold provides peace of mind with discounted labour costs for onsite call outs. Includes access to the Smartpresence spares bank should you need to borrow any hardware to restore your service.

Smartcare™ Elite

For priority service and fixed cost support, Smartcare Elite provides you with a dedicated, trusted advisor who will resolve any technical issues and assist with equipment updates and network planning. With Smartcare Elite, all on-site labour charges are included and access to the Smartpresence spares bank is also provided.

Smartcare™ Managed Service

For a description of our managed service see our Managed Services pages here.

 

 

Silver GoldEliteManaged Service

Helpdesk

0800 Phone Support Yes Yes Yes Yes
Unified service portal with live tracking Yes Yes Yes Yes
Priority Helpdesk Escalation No No Yes Yes
Video Assist No Yes Yes Yes
Response Time Within 8 Hours Within 4 Hours Within 1 Hour Within 1 Hour
Onsite Response Time* No No Within 8 Hours Within 8 Hours
Call Launching No No No Yes
Service Hours 0830-1700 0830-1700 0830-1700 0830-1700

Monitoring

Proactive Monitoring No No No Yes
Automated Notifications No No No Yes
Remote Diagnosis No No Yes Yes
Dedicated Trusted Advisor No No Yes Yes

Incident Management

Priority Escalation No No Yes Yes
Onsite Support Chargeable Chargeable Included Chargeable
Onsite Labour Cost Full rate Discounted Discounted Discounted
Loan Equipment No Yes Yes Yes
Parts Repair / Replacement Yes Yes Yes Yes
Return to Service Within 2 business days Within 2 business days Within 2 business days Within 2 business days

Equipment Management

Change Control No No No Yes
Software Entitlements Yes Yes Yes Yes
Managed Software Updates No No Yes Yes
Configuration backup No No No Yes
Network Reviews No No No Yes
Available Term 1 Year 1/3 Years 1/3 Years 1/3 Years
 

* main centres only  
Managed services require an applicable hardware support contract.

Smartcare™ datasheet »
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