We are a Shared Services business model
This means you’re sharing our whole team with the rest of our clients.

How fast can I expect support?

priority

examples

guaranteed
response
times

target
response
times

priority

CRITICAL

examples

Your main server is offline and all users are unable to work.
One of your network switches has failed and stopped half the users from working.
A VPN link between 2 x offices is offline causing one office to be unable to work.

guaranteed response
times

1 HOUR

Guaranteed
Response
Time - 1 HOUR

target
response
times

15 MINUTES

Target Response Time - 15 MINUTES

priority

HIGH

examples

Your internet connection is offline, users can still work locally OK
Your CEO’s computer has stopped working and they have an urgent task
Your main Accounting Software has stopped working and is unavailable

guaranteed response
times

2 BUSINESS HOURS

Guaranteed
Response
Time - 2 HOURS

target
response
times

UP TO 1 HOUR

Target Response Time - 1 HOUR

priority

PREFERRED

examples

Suspicious email needs to be looked at or blocked
One of the main printers is not working, but users can print to another one
Program is freezing or crashing

guaranteed response
times

4 BUSINESS HOURS

Guaranteed
Response
Time - 4 HOURS

target
response
times

2 BUSINESS HOURS

Target Response Time - 2 HOURS

priority

STANDARD

examples

Printing is slower than normal
A single user is unable to scan documents
Need email configured on mobile device

guaranteed response
times

8 BUSINESS HOURS

Guaranteed
Response
Time - 8 HOURS

target
response
times

4 BUSINESS HOURS

Target Response Time - 4 HOURS

priority

SCHEDULED
SERVICE

examples

A user needs a program installed on their computer or laptop
New user setup and configuration including remote access
New computer or Laptop installation and configuration

guaranteed response
times

APPOINTMENT

target
response
times

APPOINTMENT

Hey, your browser is out of date!

How fast can I expect support?