Outsourced resource technical support companies provide second level on-site support where problems cannot be resolved remotely. Service levels and delivery are monitored on an ongoing basis to ensure that the same high standards that we continually aspire to, are adhered to.
- 1st Line Support – Telephonic & Remote Technical / Functional
- 2nd line Support – Onsite Technical call outs
1st Line Support – Telephonic & Remote Technical / Functional
Spotlight provides a telephonic support service for subscribers to assist Financial Advisors with any queries relating to the Spotlight Suite of Products. The service is offered from:
Spotlight is an electronic desktop software package. The Knowledge Centre advisors offer 1st line telephonic and remote support for technical & functional / navigational queries with regards to the Spotlight suite of products. Our knowledge centre support staff are okay with navigating the product however they are not licensed financial planners therefore are legally unable to offer financial planning training or advise.
The cost of this support is included in the various service platforms. Depending on the contract you have signed with Spotlight the charges as below could be applicable to this service.
We have a facility that enables us to support your office remotely without having to send our technical specialists on site. This means that we are able to respond far quicker to support queries that require hands on input. This is far more cost effective and productive for both the Client and Spotlight. This product is secure and will work across all network and communication infrastructures in an automated manner.
Our experience has shown that we can resolve 90% of problems using our remote control software and as such is our preferred method of support.
R 72.00 per 15 Minutes or part thereof.
(First 15 min billable in full.)
R 72.00 per 15 Minutes or part thereof.
(First 15 min billable in full.)
2nd line Support – Onsite Technical call outs
We also offer 2nd line support which is on-site technical call outs for the Spotlight suite of products.
Should 1st line support not prove successful and a Spotlight Technical Representative is required to travel to site, we will need to recover the travel time together with onsite time and materials.
Should onsite Technical Support be required, an appointment can be booked by contacting support@spotlight.co.za
Onsite technical call out cost table below:
R 368.00 per hour or part thereof.
(1st hour billable in full )
R 313.00 per hour or part thereof.
( 1st hour billable in full )
NOTE: All time and material costs are VAT exclusive.