END-USER SUPPORT
Around-the-clock user support of the customer’s employees.
NETWORK AND SERVER SUPPORT
24 hour support of the customer’s servers and core network devices and services.
AFTER HOURS NETWORK AND SERVER SUPPORT
Extended hours support of the customer’s servers and core network devices and services.
SELF-SERVICE TICKET CREATION AND TRACKING
Customers can conveniently create and track a trouble ticket right from our website.
HELP DESK
Provides front-line support services to end-users. It is accessible by phone or email. The Help desk provides a responsive service for logging, tracking and resolution of issues encountered by our clients’ users. The Help desk is the central communications hub for all issues.
INCIDENT RESOLUTION
The IT Helpdesk is the first point of contact for all IT support enquiries. Helpdesk staff ensure all incidents are logged accurately and wherever possible resolve issues at the first point of contact. If required, incidents are escalated to expert staff.
PRIORITY RESPONSE LEVEL
As a preferred contract customer, response to your issues and requests are handled by a more stringent set of terms and are given priority over non-contract customers.
PROBLEM MANAGEMENT
Our Problem Management services include the analysis of data recorded by our support staff to determine common causes of outages or incidents affecting large numbers of users, and then managing the process of identification of the root cause of the problem and elimination of the error from the infrastructure.
KNOWLEDGEBASE AND TROUBLESHOOTING
Automated analysis and repair capabilities empower end users to go beyond manual diagnosis and resolution, leading to significant call avoidance. Single-click access to knowledge articles and automated tasks enable end users to solve low to medium complexity issues instantly—without any technical knowledge.
Specifics of the scope of support for each service will be referred to in the customer’s service agreement.
