First Line Support
This is the initial support level responsible for basic user issues. It is usually handled telephonically by a call centre operator. 70%-80% of support calls are usually first line support issues.
Our worldwide Laxton accredited partners typically own the direct interfaces with their customers and take responsibility for fielding any calls from users of their terminals. If our partner’s call centre operator is unable to resolve a user's problem, then they log a call with our second line support partners.
Second Line Support
This is a more in-depth technical support level than first line support containing experienced and more knowledgeable personnel on a particular product or service.
Our second line support partners have in-depth training on Laxton products and solutions. If a problem is hardware related, they will dispatch a technician to site in order to resolve it. If a problem is software related, they will attempt to assist the client telephonically to re-install the system. If our second line support partners are unable to resolve a problem, then they log a call with third line support.
Second and first line support partners may or may not be the same entity depending on the nature, complexity and size of the geographical market in question.
Third Line Support
This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems.
We provide the third line of support to our Laxton accredited partners and are responsible for resolving all issues related to the performance and behaviour of the software, hardware and issues related to the functioning of the overall solution.
Onsite Support & Maintenance
Onsite support and maintenance forms part of the second line support service and is provided by accredited Laxton second line support partners in the various geographical locations.
Delivery, Setup & Installation
This is not directly related to product support and is billed as and when required by a customer.
Basic Support Contract
Annually renewable support contracts are available for all Laxton products. If a customer does not have a maintenance contract each support call out will be logged, analyzed and billed individually. Maintenance contracts ensure faster and more streamlined turnaround times for customers and users by eliminating administration and processing on a call by call basis. Customers with support contracts also get preference when dealing with support issues.
Service Level Agreements (SLA)
Service level agreements are only entered into on larger projects. The exact terms of the service are governed by an SLA that can be customised to each clients' specific requirements.