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Support

Miktysh provide Information Communications Technology (ICT) and eDRMS support arrangements. Our Technical Experts deliver exceptional customer service in managed services and provide quick resolutions to keep you operational whilst resolving issues. Our Service Technicians liaise directly with the software supplier on your behalf, saving valuable time and resources when resolving issues. When you choose a Miktysh Service Agreement, it's just the beginning of how we can assist your business. 

We assist in-house ICT and Administrators with the development and implementation of:

  • Configuration manuals
  • Disaster recovery processes
  • Helpdesk knowledge base
  • Helpdesk manuals
  • Policy and procedures

    Talk to the experts now

     

      Support Package Options


      Our corporate packages include Platinum, Gold, Silver and Bronze levels, with an additional option of Plus membership. 

      PLATINUM SUPPORT

      Premium membership offers complete support for information governance, records management and business application solutions.

      Add "PLUS" to your membership
      for front end support.

      GOLD SUPPORT

      Gold offers comprehensive support solutions for information governance, records management and business application solutions.

      Add "PLUS" to your membership
      for front end support.

      SILVER SUPPORT

      Silver offers comprehensive support solutions for information governance, records management and business application solutions.

      Add "PLUS" to your membership
      for front end support.

      BRONZE SUPPORT

      Bronze offers a basic support solution for your business application solutions.

      Add "PLUS" to your membership
      for front end support.

      Support Business Hours


      GENERAL SUPPORT

      Email support: 8:00am - 5:30pm Monday - Friday AEST

      Phone support: 8:00am - 5:30pm Monday - Friday AEST

      Platinum support: 24 hrs a day, 365 days a year.

       

      HELP DESK

      Our help desk provides a centralised access point for all your support enquiries. We provide enterprise level support and work with state of the art incident management systems to ensure your problem is tracked and dealt with in a timely manner and in accordance with our Services Level Agreement.

      Email: support@miktysh.com.au

      Phone: 1800 33 22 79

      AFTER HOURS SUPPORT

      Email support: 
      After hours tickets can be submitted, but will be actioned next business day.

      Phone support: 
      Technicians respond to critical issues on the mobile number provided to you with your package. Issues are charged at the applicable rate.

      (Excludes Platinum Packages).

      Response times:
      Are dependent on your support package, the complexity of the enquiry and current support request volumes. We are open Public Holidays for Platinum customers only. Miktysh operate within QLD AEST with no daylight savings.

       

      FAQs


      FREQUENTLY ASKED

      Make an informed decision on whether you need a Subscription Support Package and if so, which one will suit your requirements.

      What is a Subscription Support Package? 

      A Subscription Support Package is a type of Service Level Agreement that combines maintenance and support of your application into the hands of IT professionals. There are two main over-arching outcomes with Services Level Agreements - the application is reliable and downtime is minimised. To achieve this, we focus on preventative maintenance, training, procedures and documentation. This can only be delivered by having the experience and state of the art support tools. Many companies that manage their own applications without the experience and knowledge of the application generally struggle to meet these basic requirements.

      Does my business need a Subscription Support Package? 

      If your business relies on its application to conduct general line of business functions then yes you do. Having a reactive strategy to software support is the same as planning to fail. It has been proven that the more effort spent on preventative maintenance and proactive monitoring equates to savings in lost production and business continuance. Disasters do happen and planning and strategy is essential.

      How much does a Subscription Support Package Cost? 

      We have many options which allow us to fit the correct solution and budget for your business.

      Which Subscription Support Package best suits my business?

      As we know there is no such thing as a one size fits all. We have developed our support packages to best target the needs of specific business requirements.

      To discuss how Miktysh can best support your organisation

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