Support Desk application (Contract Management, SLA Mangement and intregration with GotoAssist to include PC id)

We are a company that is to provide three levels of remote PC support, later extending into on site visits. Three levels are * Home * Small Office / Home Office (SOHO) * Small and Medium Business (SMB) Each level will have a number (3 at the moment) products * Bronze * Silver * Gold Each of these will provide different options within them for the servuces provided under each. the SLA? ie. * Days of week and times of day support is available * Products and services (ie online data backup volume? ) * Remote / Onsite We need a database application that will help us track these contracts and SLA's The key part is to integrate with GotoAssist from Citrix online and also to be able to identify the PC being worked on through a "tag" type system. Note: the contract can be for one or many PCs ## Deliverables The website part of this will be where the customer can set up a contract and pay for it, providing details of their home / business etc. Credit Card, monthly annuallly or set up a direct debit, We would also ecpect tyyhat this is where the "tag(s)" can be? managed by them for downloading onto their PC(s). These tags idetify the PC for remote management. This is also where the customer can manage their account etc.