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Can you explain the Support hours ? How do we find our Support Hours Balance?

Can you explain the Support hours ? How do we find our Support Hours Balance?

Owned by Sally Holdinghausen
Jun 21, 2024
2 min read

The Camms College Support hours are in fact the BAU Support hours (I understand a while back it used to be 'Customer care' but this was transformed into 'Camms College'.) Our team on the Help Desk usually do not work on billables, so time spent on tickets from the help desk team is not currently being billed against these hours (they are part of your BAU licence fee or 'non-billable').  

This is why generally if anything is billable, you will be notified of this beforehand and it will go through those specific teams who work on billable items and will log time against that. 

This is one of the reasons why we will often refer customers to the camms college booking system to book time with our consultants for any work that we believe is additional services/billables (like report development/ complex changes to the system / insights report development or help). 

So to answer your specific questions: 

  1. How many support hours do we have remaining? - This is your camms college hours which you can view within your camms college dashboard. There is no other 'bucket' of support hours. Please note that these hours are re-set every year.  

  2. The process of providing visibility in terms of the support hours usage (e.g. monthly service reports describing # of tickets, nature of incidents/requests, hours consumed)? Via Camms College login you should see your dashboard - Specific Admins to the camms college will only see this however so please contact Camms if you need to gain Access for your organisation.

  3. Was there any approval process that Camms do (e.g. request for approval) before working on a ticket? It would be booked via the camms college booking system and time requested will be taken off your hours. If we work on any other specific tickets that will be charged for, we will let you know before doing this (i.e we will say for example it will be 7 hours from your camms college hours and get your approval to go ahead (for script work or something for example)). 

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