HelpDesk Product sheet

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Artologik HelpDesk

is the tool for those

who are looking for

an easy to use but

powerful program for

support and ticket

handling.

With Artologik HelpDesk, it is easy to handle both internal and external support issues. All customer communication, answers, comments and questions are saved in the program, so knowledge and experience built up within the organisation can be used even more effectively. Artologik HelpDesk is a simple but powerful web based program for managing support. ”Web based” means that the program only has to be installed once, on a web server, in order to be available to all authorized users via an internet address. All information, contact information, e-mail correspondence and previous solutions are thus collected in one place and accessible wherever users are.

HelpDesk can be adapted to an organisation’s specific needs for ticket handling with self-defined forms, a question pool and standardized answers. All previously handled tickets are saved in a searchable database, so the system ”learns” over time. Once a solution has been

entered into the database, anyone can view it and use it to resolve their problem.

The program contains a FAQ for which it is possible to choose which questions and answers should be visible. In the FAQ, the customers can search answers before registering a ticket for the support team. In this way, customers can get answers faster, and the workload for the support organisation is reduced.

Artologik HelpDesk is web-based, so support is no longer tied to office hours. Customers don’t have to wait for the support team to be available to register their ticket, because they can do it themselves via the internet at any time. This leaves more time during working hours for the support team to work with tickets. And with just a few clicks, new tickets which have been sent to the support team by other means (fax, e-mail etc) can easily be registered in the system.

HelpDesk

Product sheet

• Flexible reminder routines mean that tickets cannot be missed by support staff

• HelpDesk can be adapted to fit a particular individual organisation with flexible ticket forms, user roles etc

• The system is accessible by customers, increasing availability for the customers whilst the workload is reduced for support staff

• HelpDesk is web-based, making it easy to access and work with the program from anywhere in the world with just internet access and a browser

• All previous tickets are saved in a database that grows into a useful knowledge resource • All tickets and all customer communication relating to a ticket are saved - even e-mail

correspondence - making it easy to see what has been done in a particular case and how previous tickets were handled

• HelpDesk’s report generator and statistics are invaluable for fine-tuning a support organisation; for example, by indicating possible improvements in support routines, adjustments in product development priorities and educational shortfalls

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The program can be integrated with an organisation’s intranet and can also be linked to from an external web site so that both customers and staff can find it easily. All users log in, normally using a unique user name, which makes it possible for them to follow-up their tickets. If your organisation has a public HelpDesk where anyone should be able to search for solutions or ask questions, a user name can be created for an anonymous user role, with the customer then entering their contact details as part of their ticket.

News Function

Inform about operation disruptions, and provide other relevant information directly on the welcome page in HelpDesk.

Register a Ticket

A ticket can be registered using one of several methods. The easiest way is for the customer himself to use the form in HelpDesk and register the ticket. It is also possible to use a so-called ”external ticket form”, which can be integrated on your own web site to facilitate for customers to register tickets without logging in. Another option is to allow tickets to be registered automatically from an incoming e-mail, according to given rules. A ticket can then of course also be entered by an operator who receives the ticket by phone, e-mail, fax etc and then registers it in the system. With a form created especially for the object in question, all information necessary to handle the ticket is collected during registration. Each ticket receives a number that both the customer and support staff can use to track the ticket. Often the operator can answer a question immediately without having to take further action. The ticket can then be closed immediately on registration, avoiding the

necessity for another operator to handle the ticket. At the same time even such an easily resolved ticket will not be forgotten when invoicing.

Take or Delegate a Ticket

When a ticket has been registered in HelpDesk it is displayed in the ticket list. The administrator can choose for operators who are qualified to take care of the ticket to be notified by e-mail. The operators can choose to take the ticket or delegate it to another operator. It is also possible to take over a ticket directly from another operator, for example if someone on the team is absent.

The ticket list is configurable by each operator, so that he or she easily can display their own personalised ticket list. Once the ticket has been taken by an operator, they can start working with it. Any actions taken or required are documented by HelpDesk. The list of actions to be performed creates an easy to follow ”to-do” list. All actions which are created, all communication between the operator and customer by e-mail, and all other information concerning the ticket is saved in the ticket form, and accessible directly in HelpDesk. The operator decides to what extent the customer should be able to follow the ticket, or see actions, ticket priority etc. In HelpDesk it is possible to create customized statuses. During the

ticket handling, the operator can change the status to show how far the ticket has progressed.

Close a Ticket

When the ticket has been resolved, it can be closed. If the answer has been previously saved as a standard solution, this can be inserted directly into the ticket form. The administrator creates standard responses to frequently recurring questions, which simplifies ticket handling and leads to shorter handling times. On closure of a ticket it is possible to choose whether to send the customer a message explaining the solution, in which it is possible to insert fields such as the ticket description, actions and solution. You can finalise the ticket by choosing whether it should be added to the FAQ. In the FAQ, the customers can themselves search for answers before they register a ticket in the support system. If you choose to add the ticket to the FAQ, you can edit the content before it is saved.

Follow-up

HelpDesk contains a series of reports and ticket statistics. These reports and statistics can be used to assess where action should be taken to prevent unnecessary support queries, to improve support routines, or where education or information are required.

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Everyone entering HelpDesk to search for answers, create tickets, or work with tickets must log-in to the program. Each user logs in as one of six user roles available in HelpDesk. The access rights for each role are decided by settings made by the administrator. Three of these user roles are external roles, available to the customers receiving support, and three are internal roles, available to the support staff that handle tickets and administrate the system.

External Roles

Anonymous user: A role able to anonymously search the FAQ and register new tickets. If anonymous users register tickets, they must enter contact information to enable support staff to reply to their ticket.

Organisation user: This may be a customer or other user who has the need to register tickets in HelpDesk. The organisation user can also search the FAQ for answers.

Organisation administrator: The organisation administrator can register tickets, but who also has an overview of the whole organisation’s tickets and who can administrate information within their organisation.

Internal Roles

Telephone operator: A user within the support organisation who receives tickets via phone/fax/e-mail and then registers them in HelpDesk. The telephone operator also has the right to view all tickets, and can therefore inform customers about the status of a ticket, or help them search for a solution.

Ticket operator: A user within the support organisation who receives, handles and delegates incoming tickets in HelpDesk. Ticket operators have access to all saved information in the database relating to tickets.

Administrator: A user who administrates all information and the access rights for all other users. The administrator creates objects, adds and removes questions and standard responses in ticket forms, creates priorities and configures e-mail settings. It is the administrator who adds new users and determines the user roles and access rights relating to the creation, editing and viewing of information in HelpDesk.

The Roles in HelpDesk

The administrator has the main

responsibility for the program and creates the basic settings before HelpDesk is first used by the support team.

It is the administrator who creates the objects - the items on which the organisation gives support - and connects them to customers and support personnel. The administrator is also responsible for questions and standard responses being connected to the objects.

The administrator creates priorities, and sets the customers’ rights relating to priorities. Customers may be allowed to see the priority, to choose to set the priority themselves when registering a ticket, or

even to be forced to choose the priority during the registration process.

Some Administrator Tasks:

• Add users, objects and organisations

• Create a ticket form for each supported object

• Create questions for the ticket form

• Decide when and to whom reminders should be sent

• Formulate suitable standard responses

• Adjust texts and terms used in the program to suit the organisation’s own way of working

• Tailor a priority system

• Generate reports and statistics on ticket handling

• Configure e-mail settings

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It is the administrator for each organization that creates the structure in HelpDesk, which makes it possible to adjust the program to many different types of businesses. HelpDesk suits everything from small organisations with small numbers of tickets and only a few support staff to large complex structures with ticket handling in several lines. Since HelpDesk is multilingual, it is no problem if your organisation has personnel stationed worldwide.

Different Types of Ticket Handling

HelpDesk is a versatile program and can be used or different types of support and ticket management. At the moment the program is used for everything from IT-support to handling personnel matters. Since the administrator is the one that structure the program according to the type of ticket management to be performed, it is possible to adapt the program from the ground up. For example by adding up objects, formulate ticket form and support structure. HelpDesk is therefore equally adaptable and flexible as a tailor-made program.

The System that Adapts

HelpDesk contains both a knowledge database and FAQ (Frequently Asked Questions) to store previously created solutions so that they are easily accessible to both support personnel and customers.

Becomes More Intelligent with Time

All solutions are saved in a searchable database, to which support personnel and customers have constant access, and the number of solutions grows over time. This leads to shorter handling times because no question should have to be answered twice.

Knowledge Database

All solutions are saved in the knowledge database, which is searchable by support personnel when a new ticket is registered, or while working with a ticket, to check if there is already a solution documented for a similar ticket.

FAQ

When a ticket is closed, the operator handling it can choose to save the solution in the FAQ. The FAQ is available for

customers to search before they register their ticket and can therefore help them to get a quicker answer whilst also removing some of the support workload from the support team. It is possible to create tickets directly for the FAQ. Different FAQ lists can be created for different customer organisations. Each list will then only contain tickets relating to that particular customer, making the FAQ both more relevant and more secure for customers.

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Artologik HelpDesk contains several built-in report generators to make it easy to extract statistics for follow-up and evaluation. With help from the reports, recurring support issues can be prevented, educational efforts can be targeted, and staffing can be planned to get the best from available resources. The reports generate statistics relating to both tickets and ticket handling. When editing a report you can make settings for what selections to use, if the report should appear grouped, who shall have the right to review the report and which period of time it will be displayed.

Handling Time

This report is used to compile data on the processing time of tickets based on different criteria; for example, how long each ticket has taken to resolve, or how many tickets were solved in a given period. The time can be calculated from the time of registration to closure of the ticket, from registration until it is handled by support staff or from handling to closure. These reports can be generated to take into account the opening hours of the support desk, or a variety of self-defined time intervals.

Volume Report

This report shows the number of tickets, and distribution, for the grouping you have selected. If you, for example, select ”Object” as grouping, the report will show the number of tickets per object, and each object’s percentage of the total number of tickets.

Ticket List

This report permits printing or exportation of selected information from the ticket list; for example, which tickets a certain ticket operator has handled and closed in the last month or which support questions a specific object generates. This report is useful when improving routines.

Ticket Volume

The Ticket volume report generates statistics relating to peaks and troughs of demand for the support organisation. The information about when most tickets are registered can be viewed over a period such as a day or a month, and is useful when planning staffing levels.

Ticket History

The “Ticket history” report allows you to get information on what has been done on a selection of tickets.

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Extra Plug-in Functions

Another way to adapt the program to an organisation’s particular needs is to complement HelpDesk with

add-on functiadd-ons which make ticket handling even quicker and more efficient. These functiadd-ons come as plug-ins

which makes them fast and easy to integrate with the main software.

HD-Advanced - Advanced Ticket Handling

HD-Advanced is a plug-in for those who have a complex support organisation, and want to rationalise the support lines. HD-Advanced offers possibilities such as delegation of tickets on multiple levels, SLA handling, ticket classification, creation of standard tickets and the linking of related tickets. All designed to make even better use of resources and simplify the process for both customers and staff.

In HD-Advanced the support organisation can be structured on multiple levels by organising the support personnel into support groups. The administrator can then choose which support group should handle a ticket, depending on the object or object group to which the ticket belongs, or from which organisation or organisation group the ticket comes. It is also possible to set the delegation order between different groups. In this way it is a more structured way of working is created, increasing the level of service given to customers, whilst at the same time lowering the workload on the support organisation.

SLA

HD-Advanced helps with SLA (Service Level Agreement) management and compliance. The time limits agreed for ticket handling for a given customer organisation can be set within the program. It is also possible to sort the ticket list on the basis of SLA times for a better

overview of the order in which tickets should be handled.

Child Tickets

If you need help solving a part of the ticket, you can create a child ticket and delegate it to another operator, while you are still handling the original ticket and taking care of the customer contact.

Standard Ticket

A standard ticket is a template for recurring tickets. Standard tickets contain ready-made ticket descriptions and actions, which simplifies both the registration process for the customer and the ticket handling process for the operator.

Quick-case Tickets

Using quick-case tickets is a way to facilitate the handling of tickets that are closed immediately upon registration. In that way you can make sure that also these tickets are included in the statistics.

Linked Tickets

In HD-Advanced it is also possible to use linked tickets, where related tickets with the same cause can be linked together. All of the linked tickets can then be resolved, and the customers notified, by resolving and closing the main ticket.

Classification

Classification is done by creating a number of classification questions which are shown

for all tickets. Classification questions can then be used for selecting data for both reports and searches.

Hierarchic Object Structure

HD-Advanced lets you create an object hierarchy with an unlimited number of levels.

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HD-Asset - Asset Management

HD-Track - Product register

HD-Asset is an inventory module that can be used both as a plug-in to HelpDesk and as a stand-alone application. HD-Asset gives a convenient overview of computers, licences etc. in an organisation. The program is web based which makes it accessible from any computer with internet access.

Advantages of HD-Asset

• Display information on a computer’s components and installed programs

• See history of changes to both hard- and software

• Control licences and where they are installed.

• Automate network scanning

Printers, routers and firewalls etc can also be scanned, and non-networked inventory items can be added manually, allowing the company’s entire inventory to be handled in the same program. Various reports are available relating to inventory items.

HD-Asset - as a plug-in or stand alone

Complete HelpDesk with a product register to track which articles or products each individual support client has. A product can be anything on which support is given; for example, a product, services, activities, people, places and much more. The product register can be imported to HelpDesk in XML format.

HD-Track gives the opportunity to get an overview of all articles on which support is offered, and thereby evaluate and rationalise administration. The reports from HD-Track are useful when organising the support department’s resources by identifying the products needing the most support.

Statistics give a detailed picture of the causes of issues handled by the support team, which can be used to direct product development towards eliminating common problems and improve products that requires a lot of service.

It is easy to create connections between product and customers, to get a good picture of customers’ support history. Customers’ reviews about your products

can be followed and thus creates a good overview of relations with each customer. Customer relationships can be nurtured through training and information efforts. Information from reports and support data can be used as basic data so that activities are correctly targeted.

Advantages of HD-Track:

• An overview of all products in service to optimise their management

• Link certain products to specific customers

• Detailed information about the causes of questions and problems handled by the support team

• An overview of product and customer support histories shows which require the most support resources

• Organise the resources of the support department according to the products which require the most support

• Reports and support statistics enable product development to be better managed in order to improve key products and avoid common problems

• Information based on reports and support statistics can also form the basis for training or information campaigns

• You can create product questions to be answered when a product is linked to a ticket.

• The Product report lets you display information about the products.

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HD-TIME - Records Support Time

HD-LDAP - Catalogue Services

HD-LDAP makes the administration, handling and validation of users easy. It is possible to create a user environment with a ”single sign-on”, integrating the HelpDesk and Windows log-ins, and thereby making the entire log-in procedure automatic. A connection to the directory service (Active Directory) avoids double administration as user information is automatically updated from a single directory. Regardless of whether information is added or changed in HelpDesk or any other Artologik program using the same register, the information is updated in each program.

Configuration

The configuration is made by an interface to which only one user in the system has access. In this interface search strings and log-in data can be set for the data source. It is also possible to define one or more import catalogues from which users should be imported.

With HD-TIME it is possible to handle support tickets and register time in a single program. HD-TIME connects HelpDesk to Artologik’s time management software TIME, permitting recording of the time spent on a particular ticket, and facilitating detailed client invoicing.

The time spent on a ticket can be declared in detail on a minute by minute level. In TIME it is then possible to generate invoice details and invoices. Time registration is done directly in the ticket form or on an action. It is also possible to see, in the ticket form, how much time has been registered for a ticket and for individual actions.

HelpDesk Runs TIME

HelpDesk is the application in charge. When a new customer is created in HelpDesk, the information will automatically be copied in to TIME. If the new customer is connected to an existing customer, the information in TIME will be replaced by the information in HelpDesk.

TIME

For the HD-TIME plug-in to work, both HelpDesk and TIME are required. TIME is, just like HelpDesk a user friendly and web based program. Read more about TIME on our website www.artologik.com.

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Checklist for Program Features

General HelpDesk

HD-Advanced HD-TIME HD-LDAP HD-Track

Web-based

ü

ü ü ü ü

Multilingual (English,

Swedish, German and

Spanish)

ü

ü ü ü ü

Help texts in the

program, specific for

each user role

ü

ü ü ü ü

Forum-/news-functionality

ü

ü ü ü ü

User defined welcome

page for each user role

ü

ü ü ü ü

Image Archive - e.g.

upload logo to use at the

welcome page

ü

ü ü ü ü

Connect object (type of

tickets) to customer and

operator

ü

ü ü ü ü

Enter opening hours (for

calculation of processing

time, SLA, etc.)

ü

ü ü ü ü

Objects (type of tickets)

in multiple levels

ü

Divide the operators in

support groups

ü

SLA

ü

Ticket registration HelpDesk

The customer logs into the program and register

himself/herself

ü

ü ü ü ü

Operator registers for the

customer

ü

ü ü ü ü

Manual registration by

incoming e-mail

ü

ü ü ü ü

Automatic registration

(according to rules) based

on incoming e-mail

ü

ü ü ü ü

On-line registration form

on an external website

ü

ü ü ü ü

Ticket form questions,

specific for each ticket

type

ü

ü ü ü ü

The ability to set required

questions

ü

ü ü ü ü

The ability to attach a file

ü

ü ü ü ü

The ability to create

a new customer at

registration

ü

ü ü ü ü

The ability to close

the ticket directly at

registration

ü

ü ü ü ü

Ticket registration HelpDesk

Start with standard ticket (template for a typical

ticket)

ü

”Quick-case” – templates

for tickets that may be closed directly after

registration

ü

Alerts / Reminders HelpDesk

Monitoring of incoming tickets via pop-up

window

ü

ü ü ü ü

E-mail reminders for

incoming tickets

ü

ü ü ü ü

Select desired headings

in the list of tickets and

sort by desired heading

ü

ü ü ü ü

Make your own

selections and filter the ticket list to display

desired tickets

ü

ü ü ü ü

Ticket Management HelpDesk

Enter alternative contact

persons for a customer

ü

ü ü ü ü

Standard replies, specific

for each ticket type

ü

ü ü ü ü

Documenting activities

ü

ü ü ü ü

Change status while

ticket is handled

ü

ü ü ü ü

To-do list

ü

ü ü ü ü

Document solution

ü

ü ü ü ü

Send/receive e-mails

from within the ticket

ü

ü ü ü ü

All e-mail concerning a

ticket is gathered in the

ticket itself

ü

ü ü ü ü

Attach files to the ticket

ü

ü ü ü ü

Enter expected start date

ü

ü ü ü ü

Enter expected end date

ü

ü ü ü ü

Set priority

ü

ü ü ü ü

See ticket history -

logging the actions for a

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Checklist for Program Features

Ticket Management HelpDesk

Delegate the ticket to

another operator

ü

ü ü ü ü

Delegate the ticket to

another support group

ü

Delegate part of the ticket

to another operator

ü

Get information on the

ticket SLA deadlines

ü

Connect tickets that have

the same cause

ü

Classify tickets

ü

Register time spent on

handling the ticket

ü

Generate invoice data for

registered time

ü

Connect articles from

the article register to the

ticket

ü

E-Mail HelpDesk

E-mail to a closed ticket

reopens the ticket

ü

ü ü ü ü

Multiple email addresses

to the system

ü

ü ü ü ü

E-mail signature for each

user

ü

ü ü ü ü

E-mail confirmation to the

customer at registration

ü

ü ü ü ü

The ability to send an

automatically generated e-mail when closing a

ticket

ü

ü ü ü ü

Templates for e-mail

confirmation, and the

e-mail sent when closed

ü

ü ü ü ü

E-mail addresses linked

to support groups

ü

Knowledgebase / FAQ HelpDesk

Support staff can search

among all the tickets

ü

ü ü ü ü

Customers can search

the FAQ

ü

ü ü ü ü

Adding an ticket to the

FAQ when it is closed

ü

ü ü ü ü

Knowledgebase / FAQ HelpDesk

Create a ticket directly for

the FAQ

ü

ü ü ü ü

Make the FAQ search be

available public

ü

ü ü ü ü

Group FAQ-tickets in

FAQ-lists

ü

ü ü ü ü

Make FAQ-lists available

public

ü

ü ü ü ü

Connect FAQ-lists to

certain organisations

ü

ü ü ü ü

Translating the FAQ

tickets to multiple

languages

ü

ü ü ü ü

Reports HelpDesk

Handling time

ü

ü ü ü ü

SLA report

ü

Volume report (number of

tickets and distribution)

ü

ü ü ü ü

Ticket list (export of the

desired ticket data)

ü

ü ü ü ü

Ticket volume (graph

over time)

ü

ü ü ü ü

Ticket history (see what

has been done on a

selection of tickets)

ü

ü ü ü ü

Make your own selection

and groupings, and save

these

ü

ü ü ü ü

Access management

(also for customers)

ü

ü ü ü ü

User Management HelpDesk

Create a new user during

ticket registration

ü

ü ü ü ü

Importing users from file

ü

ü ü ü ü

Importing users from

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Simple is smart

Administrative software directly in your web browser

General Program Information, Prices etc.

Technical Requirements

When renting the program all you need is a web browser. When buying a license the program needs to be installed on a Windows Server.

Web Browser Requirements

To register a ticket:

- Internet Explorer version 7.0 or later - Mozilla Firefox version 3.5 or later - Google Chrome version 6.0 or later For working with the program: - Internet Explorer version 8.0 or later - Mozilla Firefox version 3.5 or later For more information about browsers, go to: www.artologik.com.

Rent HelpDesk

Primarily, we offer you to rent our products. We guarantee an uptime of 99.9%. When you order a rental license, the program is delivered on the day of order. The rent includes all costs (licensing, hosting, technical support and version upgrade). The minimum rental period is six (6) months and notice period is three (3) months.

License on own Server

Artologik products are also offered as licences to install on your own server. The web server must fulfill the following requirements:

Server: Windows 2003/2008/2008 R2 Web server program: IIS

Disc space: 4 GB

Databases: MS SQL Server or MS SQL Express

License Sizes

The size that best suits you depends on your organization and its complexity. Contact us if you are not sure which license you should choose, we can then, together, come up with the size that fits your needs best.

Available License Sizes:

Light: Max 2 operators/administrators. Standard: Max 5 operators/administrators. Enterprise: Max 10 operators/administrators. Extra pack: Extra operators/administrators in pack of 5 can be bought as required. Extra pack is only available for the Enterprise license.

Prices

Rental License HelpDesk

The set-up fee is 180 €. A rental license includes both free technical support and updates:

Monthly Fee

Light: 80 €/month Standard: 160 €/month Enterprise: 270 €/month Extra pack (5 oper./admin): 40 €/month/pack

Purchase License HelpDesk

Light: 900 € Standard: 2 250 € Enterprise: 4 500 € Extra pack (5 operators/admin): 900 €/pack

Plug-ins

HD-Advanced

Size Rental Purchase Light: 30 €/month 500 € Standard: 60 €/month 1 000 € Enterprise: 120 €/month 2 000 €

HD-Track

HD-TIME

HD-LDAP

Size Rental Purchase Light: 25 €/month 350 € Standard: 45 €/month 750 € Enterprise: 90 €/month 1 500 € All prices are excluding VAT. We reserve the right to change prices. You can find the latest prices on our website www.artologik.com.

Support and Warranty

HelpDesk is easy to use but there may still arise some questions. If you encounter technical problems related to the program itself, you can search for answers in the FAQ of our own HelpDesk at: http://helpdesk.artologik.net. When you buy an Artologik program you always get a one year warranty (starting from the invoice date) for all the promised functions. You can also purchase a complete service agreement that runs on an annual basis. There are service agreements for both the program and the plug-ins. For complete price information, please visit: http://www.artologik.com

A Service Agreement Includes:

• Permanent access to the latest version of the software

• Free technical support over the phone • Free technical support via e-mail • Free technical support from our helpdesk

within one working day

• A program functionality guarantee • An upgrade guarantee – only pay the price

difference when changing to a larger license

Prices for Service Agreements – Annual Basis

With a Rental License

A service agreement is included in the rental fee.

With a Purchase License

Light: 150 €/year Standard: 450 €/year Enterprise: 900 €/year Extra pack (5 operators/admin): 150 €/year

Education

To get a quick and easy start with the program, we offer you training. Choose between half-day and full-day, in which practical exercises are included. With modern technology, we also hold courses at a distance.

More Information

You can read more about this and other programs on our site www.artologik.com. You can also try our program directly or order a personal trial site! You are of course always welcome to call, fax or e-mail us at Artisan Global Media.

Artisan Global Media, Videum, 351 96 Växjö, Sweden Ph: +46 0470 53 85 50 Fax: 0470 820 20 www.artologik.com : [email protected] UK: +44 20 34 55 03 89 Belgium: +32 28 80 16 29 Switzerland: +41 44 59 59 540 Austria: +43 12 65 06 19 France: +33 183 79 00 08 Germany: +49 69 12 00 67 30 Spain: +34 91 18 68 829 Holland: +31 20 26 23 629