How do you provide on-going support?

This is provided on-line backed up by on-site support when necessary.
Support services are the subject of a Service Level Agreement and the Municipality must provide a Diginet Line for on-line support as part of this agreement.
We have a Web based call logging system where the Municipal Systems Administrator logs a support request and receives an e-mail confirmation of the Log number together with proof of date and time of the support request.
The SLA specifies the time to respond to support and this is used to measure support performance.