Remote GIS Support

Our remote support services offer a lower cost alternative to having dedicated onsite GIS support staff in your offices. By giving you access to our support Helpdesk we will provide you with 'just-in-time' access to the advice, knowledge and technical help that you need.  

Our remote support service is driven by a Service Level Agreement (SLA) that we will agree with you in advance, in order to define the terms of the service, e.g. which systems are supported, required call-back response time, process for escalation of non-resolved issues, etc. 

An example of how the service would work is outlined below:

• Your organistion's user would email a service request direct to your dedicated Exprodat email Helpdesk address.
• On receipt of the email our support call monitoring system logs the call.
• A member of our pool of GIS consultants and technicians will be monitoring the system and begin work on resolving the call, as well as contacting the user either by email or phone (as required).
• You will be able to log-in to our support call monitoring software at any time to track progress on the support calls.
• On resolution of the issue the solution will be communicated and/or implemented remotely (depending on remote access facilities to your organisation's system), and the call will be closed in our support call monitoring system.