• Support and Helpdesk

    Explore our Support and Help Desk services at Student Experience Management, offering both ad-hoc support and tailored Service Level Agreements. Our solutions, designed for educational institutions, ensure timely and efficient assistance during office hours, with options for after-hours and emergency remote support.

Dependable Support and Help Desk Solutions

Welcome to the Support and Help Desk page of Student Experience Management, where reliable and timely assistance is our priority. Understanding the unique demands of educational institutions, we offer a spectrum of support options, from flexible ad-hoc support to comprehensive Service Level Agreements. Our SLAs are crafted to align with best practices, ensuring clear scope definition and swift turnaround times. We operate during standard office hours five days a week, with provisions for after-hours or emergency remote support to cater to your critical needs. Let us guide you through our tailored support packages designed to bring peace of mind and efficient resolution to your technical challenges.

Available Support Options

Feature / Service 
Basic SLA
Designed for institutions needing essential support and maintenance.

Advanced SLA 
Suited for institutions requiring more comprehensive support, including system optimisations and reviews.

 Premium SLA
Ideal for institutions that need immediate, comprehensive support and strategic IT planning, offering the highest level of service and priority.

 Enterprise Support
Tailored to meet the specific, often complex requirements of large institutions or enterprise-level clients. Offers a fully customised package of services, including dedicated teams and bespoke IT solutions.
 Standard Technical Support IncludedIncluded  IncludedCustomised 
 Response TimeWithin 24 Hours Within 12 Hours Immediate (Within 4 Hours) Customised
Routine MaintenanceIncluded  Included IncludedCustomised 
 Basic TroubleshootingIncluded IncludedIncluded  Customised
 System Optimisations - Included Included Customised
Periodic System Reviews - Included IncludedCustomised 
Dedicated Account Manager - - Included Customised
Proactive System Monitoring - - Included Customised
 Strategic IT Planning - - Included Customised
 Performance Reporting --  Regular Reports Customised
 User Support Limited ExtensiveComprehensive  Customised
Priority Support -Priority Queue  Highest Priority Customised
After-Hours Support Available at an additional cost Available at an additional cost Included Customised
 Emergency Remote Support Available at an additional cost Available at an additional cost IncludedCustomised 
 Custom IT Solutions --  -Included 
Dedicated Teams for Support - - - Included

Explore Our Flexible SLA Packages

Choose the Plan That Best Fits Your Needs

Month-to-Month Subscription

Month-to-Month Subscription:

  • Flexibility First: Ideal for those testing the waters or requiring short-term support. This premium option offers the utmost flexibility with the ability to cancel, upgrade, or downgrade with a 30-day notice.
  • Pricing: Premium rate for short-term commitment.
3-Month Subscription

3-Month Subscription

  • Short-Term Solution: Perfect for addressing specific projects or academic terms. This plan strikes a balance between commitment and flexibility, with a slightly reduced rate.
  • Pricing: Discounted compared to the month-to-month subscription.
6-Month Subscription

6-Month Subscription

  • Mid-Term Stability: A great choice for extended support, offering a significant discount while allowing for manageable commitment.
  • Pricing: More favourable rates for a longer commitment.
9-Month Subscription

9-Month Subscription

  • Academic Cycle Alignment: Tailored for educational institutions, this plan covers an entire academic cycle, offering consistent support throughout the key periods.
  • Pricing: Attractive rates for academic year alignment.
12-Month Subscription

9-Month Subscription

  • Year-Round Excellence: Our best value plan for long-term stability. It’s designed for institutions that require continuous, all-year-round support.
  • Pricing: Maximum discount for our most comprehensive package.

Ready to Enhance Your Institution's Operational Efficiency?

Select your desired SLA package and let us handle the rest. For custom requirements, please reach out for a personalised consultation.

Why Choose Our SLA Packages?

  • Scalable Solutions: Whether you're a small institution or a large enterprise, our packages are designed to scale with your needs.
  • Predictable Budgeting: With our clear pricing structure, manage your IT budget effectively without any surprises.
  • Dedicated Support: Enjoy peace of mind with our dedicated support team, ensuring your institution’s smooth operation.
  • Quality Assured: Our commitment to quality means you receive the best service and support, tailored to the educational sector’s unique demands.
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