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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?

CRITICAL
  • 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.  
1 HOUR
Guaranteed
Response
Time - 1 HOUR
15 MINUTES
Target Response Time - 15 MINUTES
HIGH
  • 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  
2 HOURS
Guaranteed
Response
Time - 2 HOURS
1 HOUR
Target Response Time - 1 HOUR
MEDIUM
  • A  user’s desktop is making a  strange noise  
  • One  of the main printers is not working, but users can print to another one    
  • A  user is having problems connecting to the Wireless network  
4 HOURS
Guaranteed
Response
Time - 4 HOURS
2 HOURS
Target Response Time - 2 HOURS
LOW
  • Printing  is slower than normal
  • A single user is unable to scan documents
  • A  user needs a program installed on their Computer or Laptop  
8 HOURS
Guaranteed
Response
Time - 8 HOURS
4 HOURS
Target Response Time - 4 HOURS
NO PRIORITY
  • Pro-Active  Maintenance of systems,  including Software Updates  
  • New  User Setup and  Configuration  
  • New  Computer or Laptop Installation  and Configuration  
APPOINTMENT
APPOINTMENT