Initial Contact

When you fist contact CCTEK it will more than likely come in the form of a phone call or email to us.
At this point we will be make our very best effort to respond to you quickly and effectively.

To Clarify "Initial Contact" officially occurs when:
A support call is placed for assistance is place and you call speak to an engineer or when you log a support call via Email and you receive a call back.
If you phone rather than email we will take your details and discuss your problem.
If you are unable to reach us straight away, leave a message with your name, contact number and the time you called and we will get back to you asap.
We have systems in place to notify CCTEK staff when email calls are logged in order to expedite your requests ASAP, however if you haven't heard from us within 30 minutes, then please just give us a quick call.

Support Services

Discussing your Options will consist of:

At this stage of the process, we discuss your problem or project and decide the best course of action to resolve your issue or address your project requirements.
It is important to provide us with as much detail regarding your issue or request so we get back to you with a resolution or project plan as quickly and accurately as possible.
Some solutions or projects may require investigation, in which case, we will need a few minutes to get back to you.
Depending on the circumstances some support options may simply not be applicable. For example remote support may not be available as a support option, if your issue is relating to your internet service.

Agree to Terms

Agreeing to Terms:

At this point we have established a course of action to deal with your request.
We now discuss with you timing and costs relating to your issue or project.
Initial support is always done over the phone. You will be required to make an initial payment equal to the cost of a standard phone support call and provide proof of payment.
Should a site visit be required, the minimum payment must be made to the onsite engineer by way of cash or credit card payment via the engineer supplied online facility. Ask the support engineer about this.
Once confirmation has been received, support can commence.

We Provide Support

Solutions can can in many shapes and sizes, time and is always a factor for you and for us.

Standard Consultations are:
Site Visits are usually around 45 minutes
Phone Support time is usually around 30 Minutes
Remote Control Support is usually around 45 Minutes
Our service charges are based on a minimum and maximum amount of time we spend resolving your problem so, it's important to provide as much correct information as possible relating to the problem and or prerequisites are meet for a project when you make initial contact so we can minimize the time and maximize your results.
To avoid large bills for lengthy onsite support visits, an engineer may offer you a back to base service to you at a nominal charge, which entails taking your equipment offsite, back to our offices where other onsite engineers can work on the device finalizing resolution and or providing additional services. Upon completion, the item is returned and installed onsite by an engineer along with your service report.

Service Summary Support

The Service Support Summary is included as part of your tax invoice which details the list of works carried out on your equipment and the itemized breakup of the costs associated with the service.

Performance Feedback

After a support has been completed, you may receive via email a short performance evaluation email we would like you to complete. This feedback is purely optional is only designed to help improve our services. Should you want to provide unsolicited feedback simply email us at support@www.cctek.biz