Sukema offers support to all our clients as part of a Service Level Agreement (SLA) which is determined at conception when the client signes with Sukema.

This usually depends on the number of users as well as the type of support required.  Support can either be 1st tier whereby Sukema supports the users directly or 2nd tier whereby we support the clients' Helpdesk or Super Users.

HELPDESK

All users as part of an SLA have access the Sukema Helpdesk facility. Users can access the Helpdesk via the Web 24 hours per day.  Our standard times for telephonic and e-mail support is during normal working hours however if there is a specific requirement to support a client outside of working hours we will accommodate this.

Managers are able to access the Helpdesk at any time to view any outstanding issues or to extract a report on all logged issues.