The “Fully Managed Service” features

Overview
This is a complete support contract, pay a fixed monthly amount for your support contract for your users & devices and we shall provide reporting, remote and on-site support for every device registered within the contract.

Included Services

• Access to Client Portal & Knowledge Base with Ticket tracking
• System checks – Email Notification on failure or error
• Remote access is available to reduce the need for on-site visits.
• Weekly/Monthly reports available.

Response Times
Immediate Email response via portal – tickets will then be prioritised by the next available engineer and assigned one of three categories as follows;

High – (Server Failure / Connectivity Issues Affecting Main Office) – Investigated within 1 hour.
Medium – (As above affecting satellite offices including home workers) – Investigated within 2 hours.
Low – (non business critical) – Investigated within 4 hours.

Telephone support will be prioritised using the same system as email and will not “fast track” support issues
Support Hours & Availability

Customer support portal is available 24/7 but is only monitored between 08:00hrs – 18:00hrs.

Telephone Support Desk Access 09:00hrs-18:00hrs (Should technical support be required after 17:00pm we are still available via the Service Desk Portal).