Technical Service and Support

Comztek’s fully functional and automated 24-hour Service Centre with full backup stock and test laboratory facilities is available to all resellers through customised reseller service level agreements (SLAs).

The Service Centre allows resellers to log service calls, activate valid SLAs, obtain telephonic support or call out a technical specialist. 0860 102 401 - Support Line

As the support facility is run as an in-house division, Comztek is able to assist the SME reseller with migrating to larger projects without the crippling cost of support investment. A test lab has been established where products can be put through their paces in a live working environment. It demonstrates to resellers’ customers that what is being proposed is, in fact, deliverable.

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SLAs include:

• Backup Service Agreement
  The required product and quantity to be used as backup stock for the support of mission critical networks is negotiated by Comztek in conjunction with the reseller prior to the signing of the SLA. This stock – held at Midrand, KwaZulu-Natal and Cape Town warehouses – is available to the reseller on a 24-hour basis. One of the main benefits of this agreement is that the reseller is able to concentrate on its core business rather than on the running maintenance of a costly support infrastructure.

• Skills Service Agreement
  The reseller has access to expert advice and technical assistance for installations and configurations through to full project management of a site. The Skills Service Agreement can be bought either in conjunction with a Backup Service Agreement or independently. The more hours purchased, the further the cost is reduced. The reseller is then able to make use of pre- and post-sales support from certified technical specialists, either on-site or telephonically. This gives resellers peace of mind as they are covered annually under the SLA.
  
  Each technical specialist at Comztek has completed extensive local and international product training and is an expert in his or her field. Comztek invests heavily in the training of these professionals, negating the need for the reseller to employ the necessary skills to support the products in their customer base. Due to economies of scale, the costs are far lower than if the reseller were to employ these skills independently.

• Support Line
  The Support Line is available to resellers with valid SLAs on a 24-hour basis through a toll-share number. All calls are assessed and, where necessary, a relevant technical specialist is dispatched. This 24-hour service can also be used for the callout of backup stock. 0860 102 401 - Support Line