Help Desk
Opening Hours
The Onware Help Desk is located in Edmonton, Alberta. Our hours of operation are 08:00 to 17:00 MST, Monday to Friday (excluding statutory holidays).
Contact Methods
- Telephone – 780-488-9283
- E-mail – support@onware.ca
- Trouble tickets (see below)
Trouble Tickets
Before placing a support ticket, please refer to our User Guide within the Onware application. If your company has not subscribed to Help Desk services, each support ticket and/or support call will be billed at the hourly rate.
To Create a Trouble Ticket
- Within the Onware application, click the
on the top right of your screen.
- At the bottom of the pull-out, you will see a link to “Request Help”.
- Complete all fields.
- Click on
.
- Submissions are received directly into a ticketing system. Every support request is assigned a unique ticket number.
Response Time
- Upon receiving a request a ticket will be created (if necessary) and classified.
- An investigation will take place to determine the nature of the request.
- A response will be made the next business day before noon (or sooner if possible).
- If an immediate solution is not possible, a timeline for the release of a software update will be provided.
- Once resolved, follow-up communication with requestor to ensure issues has been resolved and ticket can be closed.
Services
- Online training via web meeting; by appointment only
- Product Support via Contact Methods above as well as web meeting if necessary
Pricing
Small, Medium, and Large-tier help-desk service is sold in 1-year terms, billed monthly; monthly prices will remain fixed for the year.
| Tier |
Database Size |
Cost |
| Pay-per-Use |
Any |
$150 / hour |
| Small |
< 200 Users |
$750 / month |
| Medium |
> 199 Users |
$1,250 / month |
| Large |
> 499 Users |
$2,850 / month |