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 HOURS

Guaranteed
Response
Time - 2 HOURS

target
response
times

1 HOUR

Target Response Time - 1 HOUR

priority

MEDIUM

examples

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

guaranteed response
times

4 HOURS

Guaranteed
Response
Time - 4 HOURS

target
response
times

2 HOURS

Target Response Time - 2 HOURS

priority

LOW

examples

Printing is slower than normal
A single user is unable to scan documents
A user needs a program installed on their Computer or Laptop

guaranteed response
times

8 HOURS

Guaranteed
Response
Time - 8 HOURS

target
response
times

4 HOURS

Target Response Time - 4 HOURS

priority

NO PRIORITY

examples

Pro-Active Maintenance of systems, including Software Updates
New User Setup and Configuration
New Computer or Laptop Installation and Configuration

guaranteed response
times

APPOINTMENT

target
response
times

APPOINTMENT

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How fast can I expect support?