Service Offerings
- Free network and support assessments
- Fully managed outsource agreements
- Occasional use PrePay agreements
- Agreements to compliment internal IT Resources
- On site customer support, holiday and sickness cover
Service Level
- Help Desk – 8:30 am to 6:00 pm Monday to Friday
- Remote, telephone and onsite support
- 24×7 Extended hours support
- 1st line user support team
- 2nd and 3rd line infrastructure and escalations team
- 2 hour and 4 hour response times
- Client support portal
- Dedicated technical account manager
- Proactive support services including planned out-of-hours maintenance
- Quarterly Management Reviews and dedicated Business Managers
- Monthly usage reports with detailed ticketing information
- Client and Server Management, Protection and Monitoring Service
- Software and Hardware Renewal Service
