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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 BUSINESS HOURS
Guaranteed
Response
Time - 2 HOURS
UP TO 1 HOUR
Target Response Time - 1 HOUR
PREFERRED
  • 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
4 BUSINESS HOURS
Guaranteed
Response
Time - 4 HOURS
2 BUSINESS HOURS
Target Response Time - 2 HOURS
STANDARD
  • Printing is slower than normal
  • A single user is unable to scan documents
  • Need email configured on mobile device
8 BUSINESS HOURS
Guaranteed
Response
Time - 8 HOURS
4 BUSINESS HOURS
Target Response Time - 4 HOURS
SCHEDULED
SERVICE
  • 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  
APPOINTMENT
APPOINTMENT