Step by step process to getting your problem resolved
Send through your problem to us via one of our contact options on our Contact Us page. Office hours are from 08:00 till 17:00. After hours support is available via email request only. Additional charges will apply for after hours, weekends and public holidays
We will respond to your email or skype message. If we are able to assist with your problem we will guide you on the amount of time the problem should take to resolve.
From our website you can click on the "Start Remote Session" button at the top right of our website and run the small application. Once open we will connect to your PC/Server and you will be prompted to allow the connection. PLEASE NOTE THAT ONCE YOU CLOSE THE TEAMVIEWER QUICK SUPPORT APP YOU WILL NEED TO RUN THE DOWNLOADED FILE AGAIN IF YOU NEED US TO CONNECT TO YOUR PC FOR A SECOND TIME . TEAMVIEWER QUICK SUPPORT IS NOT INSTALLED ONTO YOUR PC FOR YOUR SECURITY
Once successfully connected to Teamviewer we will be able to work on your pc/server and resolve the problems. Should we not be able to resolve your problem and a site visit is required we will arrange a suitable time for us to come to you. You will not be charged twice for remote and onsite support if the problem requires onsite assistance. If we cannot resolve your problem there will be NO CHARGE.
Once your problem has been resolved, an invoice will be generated and emailed to you which can be paid via EFT or by clicking on the PayFast link in the email or on the invoice to pay using your credit/debit card via PayFast's secure gateway. Additional charges will apply for after hours, weekends and public holidays. All charges will be clearly indicated on the invoice. We do accept cash for onsite support only. Please let us know before hand if you would like to pay with cash so that an invoice can be brought with as this needs to be signed by both parties after the work has been completed.
Samantha works from home and relies on her laptop being in good working order. Samantha normally prints out documents and then scans them once they have been completed and signed. Today though she cannot print from her laptop. Samantha promptly sends and email to support@modernworks.co.za briefly explaining the problem. She receives a ticket from us and a technician responds asking her to go to our website and click on the start remote support button which she does. Samantha provides the Teamviewer ID and password to the technician who then proceeds to login to her pc and resolves the printing issue in about 10 minutes. Samantha lets the technician know that she is now able to print and the technician closes the ticket. An invoice is generated and sent to Samantha clearly stating the ticket number and time taken to resolve the issues. Happy with the invoice Samantha pays for the service received and is happy she can continue to print and all this took less than 30 minutes to resolve.
FOLLOW US