Services

Helpdesk

CAE provide a dedicated 24x7 helpdesk facility that is backed by proven call management and call escalation procedures and software. Support is available for major hardware and software manufacturers with a focus on delivering a rapid customer response.

Key deliverables

Unique reference number for tracking
Automatic escalation within pre-defined Service Level Agreements (SLA)
Regular call updates determined by customer need
24 x 7 availability
Comprehensive call incident reporting
0800 (free phone) number

Problems addressed / customer benefits

Single point of contact
Call-back from appropriately skilled engineer within SLA (standard 15 minute response)
Manufacturer escalation routes and access to trouble shooting guides
Free phone helpdesk number
Extra line of support
Flexible pricing models to suit contracted and utility models