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Our Service Process

Our Process

In the often complex world of IT, we try to keep our process simple. We place an emphasis on effective solutions and outstanding attention to detail at every interaction.

When you need support, simply call, email or contact us through our portal. We assign a unique ticket reference to your request so you can track the progress of your ticket at all times. You are notified as soon as an engineer works on your ticket.

We use 24/7 monitoring, vendor alerts, related tickets and our knowledge base to give you the fastest possible support. Our process ensures a holistic approach that takes every relevant factor into account. We know right away when you’re facing a repeat issue, which allows our engineers to take a deeper look into your network for underlying faults. Many IT issues are symptomatic and our approach ensures uniquely proactive support.

If we are unable to resolve your issue right away, your ticket is first assigned to a Level 2 and then a Level 3 engineer for a higher level resolution. If we diagnose that your issue is due to a hardware fault or we’re unable to resolve it remotely, we’ll arrange for an onsite visit at a suitable time.

Every ticket we service completes with a closed loop, which gives a clear sign-off and an opportunity for you to give feedback.

Next Steps

For more information please contact us on 01442 251 514 and we will be more than happy to advise you further.

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