natr Service & Support

Our managed Video Conferencing Support is available on three levels.

In order to provide the appropriate levels of support required for the users the natr Service Desk will be utilised for 1st line contact with end users or BSL IT as directed. natr will provide all reporting and ticketing as well as communication functions related to end user issues as well a manage the level 3 and 4 support partners where required.

Hours of Support: 0800 – 1800 hrs
Days Supported: Monday to Friday
(public holidays excluded)
Methods of Contact: Phone & Email
Support Inclusions: *Level 3 & 4
Concierge Support: Included

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Hours of Support: 0800 – 1800 hrs
Days Supported: Monday to Friday
(public holidays excluded)
Methods of Contact: Phone & Email
Support Inclusions: *Level 3 & 4
Concierge Support: Included

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Hours of Support: 0800 – 1800 hrs
Days Supported: Monday to Saturday
(public holidays excluded)
Methods of Contact: Phone & Email
Support Inclusions: *Level 1 through 4
Concierge Support:  Optional at cost

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Hours of Support: 24 hrs per day
Days Supported: 7 Days per week
 
Methods of Contact: Phone & Email
Support Inclusions: *Level 1 through 4
Concierge Support: Contact us to discuss

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Concierge Support

natr deliver the highest quality, most reliable video conferencing solution under our Concierge Support Platform.

We take control of call scheduling, notification and operational management to ensure seamless interaction for all.

Collaboration, on the highest levels for all participants. natr will take the worry out of your video conferencing, allowing you to concentrate on the meeting and not the technology.

  • Notification and scheduling
  • Call launch and Monitoring
  • Test and Support
  • 24 hours a day, 7 days a week

Helpdesk

Help when you need it

natr Tech Support is here for you talk to our experienced and customer focused technician’s for live support. Leave the management to us; we are here to support your infrastructure and video end-to-end points.

Ticket Management

natr tech support tracks the customer resolution process, providing a ticket number, updating ticket notes and tracks all incidents and tickets through to completion of all jobs or queries.

Troubleshooting

natr Incident Control manages, detects and troubleshoots until a resolution to any problem has been provided.

Maintenance

Our maintenance and support group are committed to ongoing work and implementation, working on software upgrades, parts and system application to ensure optimum efficiency for our platform and our clients.

Performance, Service & Repair

Service, Repair and Scheduling Reports and updates are created for your convenience. We track ticket history and time on all service & repair orders.

*Level 1Over the phone, email or web ticketing support provided by natr support team to diagnose first line symptoms and rectify issues via remote portals and or over the phone advice. Generally able to resolve 80% of product and user issues related to use, products configuration, network & firewall issues. These issues generally relate to basic network configuration, firewall, user error and product configuration changes. Restarts of hosted infrastructure can be effected at his level as well as application restarts and restores.

*Level 2Over the phone and email support delivered by our accredited personnel. Administrative level support of backend systems and product portals as well as analysis of networks and other advanced diagnosis of problems. Remote access to client systems sometimes required for this level of support.

*Level 3Expert level troubleshooting and diagnosis of problems by accredited technicians. Generally performing diagnostic analysis of logs and other tools to determine issues and often providing onsite support in addition to over the phone and remote access. This level of support can access the backend systems supporting products such as hosted servers and product code as well as provide patches where required. Remote access to client systems required for this level of support.

*Level 4Engineering Support usually escalated to vendors or carriers natr includes, management of vendor tickets and issues as well as vetting of firmware releases prior to deployment. Remote access to client systems required for this level of support.