OnTop Media - Support

We offer a range of services that you can consider as part of your support agreement:

Technical Support Services:

Telephone Helpdesk:

Explanations and Help
Explanations and general help with your project, in-line with your system specification. We will be there to assist you with your project as a whole.

Administration Help
Help with your administration panel - how to use it and how to get the most out of it, including specific controls or processes, enabling you to reduce your administration.

Feature Support
Support with your features, how to use them, what they do, & how to make the most out of any features that your project has, whether standard or specific to your project.

Training for One User
General training for administrating and managing your project, including advice, tips and how to make the most out of your project as a whole, or for one-off tasks.

Online E-Ticket Helpdesk:

Software Bugs and Fault Diagnosis
We'll investigate reported problems, faults and bugs with a full diagnosis, and report the finding back to you before taking action, for your consideration.

Software Bug and Fault Repair
We'll fix any problems, faults or bugs with your project, in-line with the original specification, free of charge, in a reasonable time that we can agree in advance.

Additional Support Services

Service Level Agreements (SLA)

We can offer fixed fast response times for technical support services, to give you peace of mind that faults or errors can be rectified within an agreed fixed timescale, ahead of all other work.

Remote Access Helpdesk Support

A screen sharing session can be set up to allow OnTop support to access the client�s computer and assist with any relevant issue covered by the support agreement.

Back-Up Services

Off-Site Backups protect your project against potential data loss if a disaster recovery was ever required, for any reason. Backups are stored in a separate location for ultimate redundancy.

Maintenance Services

We can include a number of discounted hours for website edits and updates, which can cover new content, content revisions, and basic website design or website development services.

Additional User Support

If your project requires more than one support contact, we can add-on additional users for help desk, including training, support, and remote access - add as many users as you need.

Integration Support

If you require support for existing third party integrations, we can offer instruction & advice on any existing integrations (or 3rd party API modules) - includes bug diagnosis where applicable.

Comprehensive Health Check

A detailed website review will be performed every 12 months to review your entire project, including performance, user-experience, marketing, content, competitors and more. Read more about our Website Health Check Service.

Contact Us For Details

Contact Your Account Manager for more information on our support services and the best options for you and your business.

OnTop Media Support Agreements. A Safety Net For Your Business