PRODUCT SHEET HelpDesk

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HelpDesk

With Artologik HelpDesk, it is easy to handle both

in-ternal and exin-ternal support issues. All customer

com-munication, answers, comments and questions are

sa-ved in the program, so that knowledge and experience

within the organisation can be used even more

effec-tively.

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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 au-thorized users via an internet address. All information, as for example 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 tick-et handling with self-defined forms, a question pool and standardized answers. All previously handled tickets are saved in a searchable da-tabase, 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 software contains an 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.

• Thanks to an adjustable reminder system, tickets will not ”get lost in the crowd”.

• Since customers can also log into the system – if you wish – the availability for the customer increases, at the same time as the work load for the support staff lessens.

• All previous tickets are gathered in a database which in time becomes a great knowledge resource.

• All tickets and customer communication is saved, including e-mail correspondence, and it is easy to go back to see how previous tickets was handled.

• HelpDesk is adjusted to each organisation with question forms, user roles, and more. There are also Web service functions which allows you to connect other systems to HelpDesk. • Several reports give you statistical overviews which in turn can serve as indicators of where efforts needs to be made, as for example improve support routines, adjust product develop-ment and offer training.

• HelpDesk is web based, which means it can be reached wherever and wherever. All you need is an internet connection and a web browser.

PRODUCT SHEET

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Working in HelpDesk

It is easy to limit who have access to Help-Desk. The software can be easily integra-ted with an organisation’s intranet and linked to from an external web site so that both customers and staff can find it. All users log in, normally using a unique user name which makes it possible for them to follow their tickets. If your organisa-tion has a public HelpDesk where anyone should be able to search for solutions or ask questions, a user name can be crea-ted for an anonymous user role, with the customer then entering the contact details required as part of their ticket.

Register a Ticket

A ticket can be registered using one of se-veral methods. The easiest way is for the customer to use the form in HelpDesk to 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 tick-ets without logging in. Another option is to allow tickets to be registered automa-tically from an incoming e-mail, according to given rules. Tickets can, of course, also be entered by an operator who receives the ticket by phone, e-mail, fax, etc, and then register it in the system. With a form created especially for the object in ques-tion, all information necessary to handle the ticket is collected during registration. Each ticket receives a number which both the customer and support staff can use to track the ticket.

Quite often the operator can answer a question immediately without having to take further action. The ticket can then be closed immediately on registration, avoi-ding the necessity for another operator to handle the ticket. In this way un-necessary work can be avoided, at the same time as small matters do not risk getting lost in the handling process.

Take or Delegate a Ticket

When a ticket has been registered in HelpDesk it is displayed in the ticket list. The administrator can set so that opera-tors qualified to take care of the ticket will 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 opera-tor, for example if someone on the team is absent.

The ticket list is configurable by each ope-rator, so that he or she can display their own personalised ticket list.

Once the ticket has been taken by an ope-rator, they can start working with it. Any actions taken or required are documented by the software. 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 informa-tion concerning the ticket, is saved in the ticket form and easily accessible. The ope-rator 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 sub-sta-tuses. During the ticket handling the ope-rator 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 previo-usly saved as a standard solution, this can be inserted directly into the ticket form. The administrator creates standard re-sponses 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 whichthe support member can insert fields such as the ticket descrip-tion, actions and solution.

You 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 statis-tics can be used to assess where action should be taken in order to prevent un-ne-cessary support queries, to improve sup-port routines, or see where education or information are required.

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The different roles in HelpDesk

Everyone entering HelpDesk to search for answers, create tickets, or work with tick-ets 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 ad-ministrator. Three of these user roles are external roles, available to the customers receiving support, and three are internal roles, available to the support staff hand-ling tickets and administrating the system.

External Roles

Anonymous user: A role able to

anony-mously search the FAQ and register new tickets. If anonymous users register tick-ets, they must enter contact information to enable support staff to reply to their ticket.

Organisation user: This may be a

custo-mer or other user who has the need to register tickets in HelpDesk. The organi-sation user can also search the FAQ for answers.

Organisation administrator: The

organisa-tion administrator can register tickets, but who also has an overview of the whole

or-ganisation’s tickets and who can adminis-trate 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 opera-tor 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 sup-port organisation who receives, handles and delegates incoming tickets in Help-Desk. 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 the other users. The administrator crea-tes 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 Help-Desk.

The role of the Administrator

The administrator has the main responsi-bility for the program and creates the ba-sic settings before HelpDesk is first used by the support team.

It is the administrator who creates the ob-jects – the items on which the organisa-tion gives support – and connects them to customers and support personnel. The administrator is also responsible for ques-tions and standard responses being con-nected to the objects.

The administrator creates priorities and sets the customers’ rights relating to pri-orities. 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 forms • Decide when and to whom reminders should be sent

• Formulate suitable standard responses • Adjust texts and terms used in the pro-gram to suit the organisation’s own way of working

• Tailor a priority system

• Generate reports and statistics on ticket handling

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The system that adapts

It is the administrator for each organisation that creates the structure in HelpDesk, making it possible to adjust the program to many different types of businesses. HelpDesk suits everything from small or-ganisations with small numbers of tickets and only a few support staff, to large com-plex structures with ticket handling in se-veral lines. Since HelpDesk is multilingual, it is no problem if your organisation has personnel stationed worldwide. You can all work in the software!

Suits Different Types of

Ticket Handling

HelpDesk is a versatile program and can be used for different types of support and ticket management. At the moment the program is used in various ways, from IT-support to handling personnel mat-ters. Since the administrator is the one structuring the program according to the type of ticket management to be perfor-med, it is possible to adapt the program from the ground up. For example by ad-ding objects, formulate ticket forms and support structure. HelpDesk is therefore equally adaptable and flexible as a tai-lor-made program.

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

Becomes More

Intelligent with Time

All solutions are saved in a searchable da-tabase, to which support personnel and customers have constant access, and the number of solutions grow 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 solu-tion in the FAQ. The administrator then have to approve its publication in the FAQ. The FAQ is available for customers to search before they register their ticket

and can therefore help them get a quicker answer whilst also removing some of the workload from the support team. It is pos-sible to create tickets directly for the FAQ. Different FAQ lists can be created for dif-ferent 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 evalua-tion. With help from the reports, recurring support issues can be prevented, edu-cational efforts can be targeted and staf-fing 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 diffe-rent 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 ac-count the opening hours of the support desk, or a variety of self-defined time in-tervals.

Volume Report

This report shows the number of tickets and distribution for the grouping you have selected. If you, for example, select ”Ob-ject” 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 sta-tistics 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

func-tions. These functions come as plug-ins which makes them fast and easy to integrate with the main software. Add the

functions which can make your ticket handling even more efficient!

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, crea-tion 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 organisa-tion 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 diffe-rent groups. In this way 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 com-pliance. 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 delega-te 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 re-curring tickets. Standard tickets contain ready-made ticket descriptions and ac-tions, 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 facili-tate 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 num-ber of classification questions which are shown for all tickets. Classification ques-tions 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 le-vels.

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HD-Map: Map function

HD-Track: Product register

This plug-in makes it possible to mark distances or areas for a ticket on a map (Google maps). The function can be used for different types of tickets demanding specification of a location, as for example permissions of different kinds. The user simply marks the area he or she wishes to discuss.

There are different marking tools for de-fining a map area; draw a rectangle, a circle, a shape or a line. Apart from seeing

the marked area for the specific ticket, ticket operators can also choose to show other tickets in proximity during a certain time period. Marked areas are shown in different colours: green for on-going, red for finished and blue indicating the work have not yet started. By clicking the icon for the marked areas ticket operators can see information about the different tickets in a pop-up window.

By connecting questions to the objects,

as for example date: ”When will your pro-ject start/finish?”, the answers can be used as a selection criteria. If no questions of this kind is being used, expected start/ end date can be used, or the ticket regis-tration date.

The Map report allows you to make se-lections and show tickets on a map, as for example tickets registered on a certain date or during a certain time period.

Complete HelpDesk with a product re-gister to track which articles or products each individual support client has. A pro-duct 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 allow you to get an overview of all articles on which support is offered, and thereby evaluate and rationalise ad-ministration. 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 com-mon 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 activi-ties are correctly targeted.

Advantages of HD-Track:

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

• Link certain products to specific custo-mers

• 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 mana-ged in order to improve key products and avoid common problems

• Information based on reports and sup-port 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 infor-mation about the products.

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HD-TIME: Records support time

With HD-TIME it is possible to register time in your support software. HD-TIME is a connection between HelpDesk and the time registration program TIME which al-lows you to record support time – actual time spent on a ticket – in order to get ac-curate statistics and/or charge the custo-mer for the time spent.

The time spent on a ticket can be ac-counted for in detail, down to the minute. In TIME you can then create invoice de-tails and invoices. The time registration is handled in a smooth and easy way directly in the ticket form or at an action. It is

pos-sible to see the registered time in the ticket form on a ticket or on separate actions.

HelpDesk controls TIME

HelpDesk is the application which is in control. When a new customer is created in HelpDesk the data is copied to TIME where the customer will also appear. If the new customer is connected to an existing customer the information from HelpDesk will overwrite the information in TIME for the specific customer. In TIME you can also choose if a new project shall be crea-ted per customer object or per customer.

TIME

In order for HD-TIME to work you need the software TIME, apart from HelpDesk and HD-TIME. TIME is, just like HelpDesk, a user friendly and web based program. Read more about TIME on our web site www.artologik.com.

Advantages of HD-Track:

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

• Link certain products to specific custo-mers

• 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 mana-ged in order to improve key products and avoid common problems

HD-LDAP: Catalogue services

HD-LDAP makes the administration, handling and validation of users easy. It is possible to create a user environment with ”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) lets you avoid double administration as user information is auto-matically updated from a single directory. Regardless of whether information is ad-ded or changed in HelpDesk or any other

Artologik program using the same regis-ter, 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 the users should be imported.

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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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Artologik – smart cloud services which save time

We believe in intelligent simplicity and have a vast experience of Cloud Computing Services. Through the years we have developed a program line created in order to make your work easier and save time. The Artologik series consists of five programs.

EZbooking is a web based booking system that gives a great overview. This is a program perfect for all of the organi-sations internal bookings.

ProjectManager gives you control over your projects, from planning to accounting. It is also easy to generate reports for follow-up and evaluation. HelpDesk is the

support software that simplifies and streamline your internal and external support, service and ticket management – via the web.

TIME is a user- friendly program for those who want to manage, evaluate and report time in a simple way. And for those who want to save time!

Survey&Report is an advanced but yet user-friendly survey tool which makes it fun and simple to create evaluations, ex-aminations and reports.

Voices about HelpDesk

”The Artologik Helpdesk system allows us to effectively support our wind tunnel systems customers. Its web interface en-sures that all information relevant to a support request is entered by the user, logged queries are then visible to any available support engineer. The HelpDesk reporting capabilities help us keep track of ongoing support requirements and prioritise them.”

Maximiliano Lotto, Programme Manager, Cosworth

”The user-friendliness and simple structure of Artologik HelpDesk has made it possible for us to increase the availability and service level on our new HD department.”

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Artisan Global Media, Videum, S-351 96 Växjö, Sweden Tel: +44 20 34 55 03 89 (UK) / +46 470 53 85 50 (Sweden)

Web site: www.artologik.com Email: [email protected]

Technical requirements

If you rent the program, all you need is a web browser. When purchasing a license the program has to be installed on a Windows Server.

Web browser

- Internet Explorer version 9.0 or 10.0 - Mozilla Firefox version 3.5 or later - Google Chrome version 6.0 or later

Rent HelpDesk

Primarilly we offer you to rent our products. We guarantee an availability of 99,9%.

All costs are included in the rent, as for example license, hosting, technical support and version upgrade (read more under the headline Support and Warranty). The shortest period to rent our software is six (6) months and the period of termination is three (3) months.

Purchase a license for own

installation

The web server has to fulfill the following requirements:

Operating system: Windows 2008 R2, 2008 or 2012

Disc space: 10 GB RAM: 2 GB

Data base: MS SQL Server or MS SQL Express Webserverprogram: IIS 6 or later

Current technical information is also available on www.artologik.com.

License Sizes

The size best suitde for your organisation depends on its complexity. Contact us if you are unsure which license you should choose. We can then, together, come up with the size that best fits your needs.

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

Size Rental Purchase Light: 30 €/month 500 € € Standard: 60 €/month 1 000 € € Enterprise: 120 €/month 2 000 € € HD-TIME Size Rental Purchase Light: 30 €/month 500 € € Standard: 60 €/month 1 000 € € Enterprise: 120 €/month 2 000 € € HD-Map Size Rental Purchase Light: 25 €/month 350 € € Standard: 45 €/month 750 € € Enterprise: 90 €/month 1 500 €

HD-LDAP Size Rental Purchase Light: 25 €/month 350 €€ Standard: 45 €/month 750 € € Enterprise: 90 €/month 1 500 € €

All prices are excluding VAT. All prices are subject to alteration. You can find the current 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 software 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 HalpDesk and its plug-ins. For complete price information, please visit: 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 warranty • An upgrade warranty – only pay the price

difference when changing to a larger license

Prices for Service Agreement – 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

Training

In order for you to get started with the program quickly we offer training sessions. Choose between half day or full day. Modern technology also enables us to have training online.

Learn more on www.artologik.com.

Would you like further

information?

On our web site www.artologik.com you find further information about the software. There you can also order a trial site.

You are always welcome to contact us with any questions regarding our software.

Simple is smart

Administrative software in your web browser