CPPL

Often and organisation can only meet the needs of it core technical infrastructure and doesn't have the resources to employ full-time technical staff that understand and use their web systems on a day to day basis. We understand this as we see it in many of our clients  to help them we have developed several telephone support options which give you access to our staff that use products like Joomla, PHPBB3, MySQL and host of other acronyms on a daily basis.

1900 Support Line

Our most basic level of dedicated support for clients is a private 1900 number for Level 2 and higher support calls. The 1900 number is established for your web content team to call in the event of technical issues that can't be handled internally. Typically these are configuration, hosting, back-up and other technical issues beyond the standard content issues associated with Level 1 support.
Your staff member will be connected directly to CPPL staff that will walk through and try to resolve the issue while on the phone with them. In the event that the problem can't be resolved during the phone call your staff will be advised immediately once this is determined. In these cases, an estimate of the time to rectify and a quote of the expected cost will be supplied either during the call or by email. Once an agreed form of acceptance has been received the work will be undertaken to complete the rectification of the problem or task requested.

Setup Fee: $595.00 ( once off )
Call Tariff: $3.50 per minute.
Minimum Annual Spend: $2400.00 ( $200 per month minimum )

1300 Support Line

For Managed Web Services clients with multiple web staff in a variety of locations the option of a single dedicated 1300 number that provides direct access to support staff is often an attractive proposition. The use of a dedicated 1300 number to provide support services allows us to report call levels and usage back to our clients from data collected by the 1300 service. This additional data helps you analyse retrospective usage and more accurately budget for forth coming financial periods.
Setup Fee: $495.00 ( once off )

Call Tariff: local call cost within Australia.
Minimum Annual Cost: $480.00 ( offset against normal support costs )

Call Reporting & Analysis

A record of call usage can provided at the end of each quarter to help you with budgeting requirements.
As an optional service we can also provide an analysis of the call patterns for the previous quarter, half or full year. The call analysis identifies any trends, such as:

• skill shortages in specific areas ( possible training requirements )
• implementation issues
• hardware and platform related problems.