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Wavex developed a comprehensive web based portal through which customers can choose to manage their services including logging helpdesk calls, reviewing real time server monitoring and network status and general account management is handled. Further areas of the Extranet provide customers with access to their office email via the web and access to their office desktop via a secure virtual private network ("VPN").
The Extranet also provides customers additional means to raise calls, even deciding on the period of time that elapses prior to receiving an update. Wavex also supports automatic sign-off. This is a procedure that provides a number of individuals within a company with the ability to decide if support calls should be allowed to proceed. This provides customers with complete control over their use of Wavex's support services. A management section provides a range of real-time reports which detail various aspects of customer's use of Wavex's resources including reports like :- Resource Utilisation Report/ Support Hours
These reports show the allocation of support to various individuals. These reports show the allocation where support resource is being utilised. This can help to identify uneconomic assets or specific training needs of users. Also, This provides details of pre-purchased support hours can be viewed with the ability and has an on-line to purchasing purchase additional hours on-line. facility to buy additional support hours. Historical Support Usage This report is designed to show how Wavex is reducing the overall support spend. It provides details of the average support used per week. Preventions When a call is completed, an engineer will update it with the details of the solution, the engineer will also state whether the call could have been prevented. The preventative measures may be training, updated infrastructure, etc. This report provides a breakdown of cumulative support hours which could have been prevented in certain steps had been taken.
And it will only takes about an hour (depending on the complexity of your site) to setup everything! You could become a valued Wavex customer within the next couple of days. We support customers with anything from 5 to several hundred users.
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