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webTeam Priority Support

Overview

Daemon offers a wide range of flexible support packages that enable you to get the help you need when you need it. Providing support packages that are tailored to the needs of your organisation, our support offerings deliver real business benefits by providing specialised technical support and guaranteed turnaround time on incidents.

Our technical staff includes experienced Adobe Certified Developers qualified to quickly and accurately diagnose and respond to technical inquiries. Over 11 years experience as an Allaire/ Macromedia/Adobe Solutions Partner and Adobe Authorised Training Centre ensures that we can draw upon a base of knowledge and expertise that is second to none.

webTeam Support

Combining priority support with issue account management and version control, webTeam Priority Support is ideal for teams that require immediate, high level support and is the most flexible way for your organisation to access the skills of some of the leading web professionals in Australia.

How it works

webTeam Priority Support works a little like a monthly phone plan; you get a regular support service and a capped plan of priority support hours to draw down on. webTeam incorporates account management, an engineering team with an understanding of your specific installation, code management, and priority development services.

Each webTeam plan comes complete with a pool of allocated development resources you can draw down on per month, up to a specific cap depending on your plan. If you need to exceed the hours allocated under your plan, there is a per hour rate based on your webTeam plan.

For example, you may have an emergency and need an engineer to investigate and troubleshoot your installation.

Alternatively, you may need some training and mentoring for your team, some QA implemented, minor development or server configuration work completed.

Your webTeam package provides priority support and, as such, you can expect any issue submitted to be acknowledged and a qualified resource assigned to resolve it within a set timeframe. Authorised individuals in your organisation are able to submit and track the status of issues via our web-based task tracking and reporting application.

Once a resource has been assigned, they will work until the issue has been resolved or until the monthly development hour’s cap has been reached. If it looks like you’ll go over your cap, your account manager will contact you to discuss the status of the issue, get your approval to continue and to schedule an appropriate resource for the task.

Task Prioritisation

Daemon will manage your webTeam hours by specifying the level of severity for an issue or task that is submitted. This follows a traditional Service Level Agreement (SLA) model and is intended to provide a clear understanding of how tasks have been prioritised.

Task Tracking and Reporting

All tasks and activities performed under a webTeam support contract are managed through Test Track Pro. This is a web based task tracking and reporting application that provides complete visibility of current status and the time taken to complete each task.

In addition, you will receive a monthly status report providing you with an overview of your webTeam account. This report shows a breakdown of work performed over the past monthand any outstanding issues currently being worked on.

Code Management

Each support agreement includes comprehensive source control management. Every change is recorded no matter how small, and a report detailing exactly what changes have been made over a reporting period can be requested at any time. Options include a notification via email of every code change to authorised representatives.

Download Our Brochure for More Details

To find out more about Daemon webTeam Support Services please contact Daemon Sales at sales@daemon.com.au or +612 8302 4600.