IT Support HelpDesk

At the core of what Eden does is the provision of helpdesk support to business users. Our "unique" is that we do not preclude anything from the support assistance we provide - whether we supply it or not, we take ownership of the problem, liasing with 3rd parties where necessary and keeping you informed and updated with progress.

SupportCentre

Our delivery of support helpdesk services is geared around being notified of support issues via telephone or email and answering them immediately. In addition, Eden has invested heavily in a dedicated online full support system that extends our service to allow any registered user to log issues directly into the support system we operate, receive notifications of solutions and progress whilst providing a centralised repository for useful downloads and knowledgebase articles that provide step-by-step guidance on how to configure and complete common tasks.

Service Level Agreements (SLAs)

For businesses who require rapid responses in key areas, Eden can provide a service levwel agreement commiting to a minimum period of time to respond to a call and resolve it. For any individual call, a user (or the business by prior agreement) can stipulate whether a particular issue is low, medium or high priority (as well as being business or mission critical) to ensure that every call is given the correct focus based on it's impact on oeprations.

Ongoing Support, Monitoring and Administration

Eden compliments our core support service with a Remote Monitoring Service deployed to keep a minute-by-minute track on the health of key systems to provide Eden with advanced warning of any impending issues and you with the assurance that critical areas are operating as they should. More --> Our Administrative services provide a periodic time (spent onsite or remotely) to ensure that system remain operating as effectively as possible - a wide range of tasks are included covering areas such as security, performance and essential re-configuration. More -->