Frequently Asked Question

Helpdesk Rates and Service Level Commitments
Last Updated 2 years ago

The Helpdesk is just a front end to a number of teams and departments who work to process and resolve requests. Within each team there are generally three levels of experience; Level 1, Level 2 and Level 3, often referred to as L1, L2 and L3. Whilst L1 staff are able to triage and resolve simple recurring issues, L2 are required for the more complex requests, and L3 are the experts with experience in one or more teams. The cost for each of these varies depending on the type of support agreement you have. In most cases you will have a fixed price agreement inclusive of a set number of HelpDesk requests and in this case you pay the same no matter what, with the only exception being deliberate, malicious or matters beyond our control. Customer without fixed price agreements can still use the Helpdesk on a pay-as-you-go basis, and the rates for this are documented here...

https://www.gen.net.uk/about-us/policy/9396-service-rates

Every request made via the HelpDesk incurs a charge, these charges are negated if the issue is our fault and if the issue is included in either a service level agreement, fixed price service or within the scope of the services purchased. Our teams do not know what support agreements you have so they will undertake the work regardless and you are responsible for accepting the changes if they fall outside of an agreement. This is covered in the Framework Agreement which you agreed to during sign-up to the HelpDesk.

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