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Support & Maintenance

Our Support & Maintenance Service (SMS) ensures uninterrupted business as usual operations by providing Microsoft Dynamics 365, Power Platform, and Umbraco CMS support designed to address critical incident management and resolution, as well as day-to-day systems administration issues, under strict SLAs.

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Support & Maintenance Service

Wattle offer the level of support that you'd expect from a far larger global systems vendor. Our Support & Maintenance Service (SMS) gives you peace of mind, with formal SLAs, clear incident prioritisation, ITIL best practice processes, and the ability to pick up the telephone and call an expert when the need arises.

Our support services ensure an unlimited provision of time to assess, triage, and resolve incidents, and day to day system issues, so you are never left high and dry with Wattle.

Dedicated Helpdesk

Fully manned helpdesk providing telephone, online, and remote access support from 9am-5pm from Monday to Friday.

Formal SLAs

All support services provided are subject to strict and closely monitored Service Level Agreements (SLA) by critical, medium, and general priority levels.

ITIL Best Practice

All support requests are logged via our Dynamics 365 helpdesk, following ITIL service desk and incident management best practice.

Uptime Monitoring

We leverage both Microsoft Azure and Uptime Monitor for continuous, powerful, and enterprise grade end-to-end system monitoring.

Online Support Portal

Your organisation will have access anytime, anywhere to our comprehensive Online Support Portal.

Remain fully informed, at all times, about your support cases with Wattle.

  • Login anytime, anywhere for complete support transparency.
  • Submit and track your support case across resolution stages. 
  • Clearly understand what happens next, and when, with your support case.
  • Monitor your support case progress against formal SLAs.
  • Track time spent by Wattle on specific support cases.
  • Review all active and historical support cases to spot trends.

Supporting your Existing Systems

Already using solutions like the Umbraco CMS, Dynamics 365 CRM, and the Power Platform, and looking for a new support or development partner?

No problem - Wattle is highly experienced in assuming the ongoing support and development of these systems. Our comprehensive onboarding and systems analysis process will ensure you can comfortably exit your existing supplier relationship with minimal stress or business as usual interruption.

We approach the onboarding process with an initial phase of discovery, to familiarise ourselves with your systems, strategies, and business objectives, followed by a full technical analysis of the your website CMS or CRM system. As part of the process, Wattle will handle all contact with your existing supplier to ensure a smooth transition.


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