How we work

We proactively manage your IT, constantly monitoring your systems so we are always aware of any issues as soon as they arise. This way, we can start working on them before they develop into a serious problem that stops you from working.

Through a proactive approach we prevent many IT problems from occurring. However, there will still be occasions when you may need to contact us with a change/request or times when a fast response is required.

Our SLAs and Response Times:

We monitor everything and put our SLAs up for all to see – All of our clients’ IT systems are monitored. If anything happens, we usually know about it before they do. We also monitor ourselves to ensure our SLAs are always met.

Critical

A central problem where more than one user is prevented from working, for example emails are not working across the company. We’ll start working on it within 1 hour. If required, an engineer will be despatched within 4 hours.

Standard

A technical business IT support query relating to malfunction, for example one person is unable to print. We’ll start working on it within 3 hours. If required, an engineer will be despatched within 12 hours.

Enhancement

A request for user guidance or administrative notifications, for example setting up out of office for a user. We’ll start working on it within 5 hours. If required, an engineer will be despatched within 24 hours.

New Request

For example, a new user setup or new printer installation. We’ll start working on it within 5 hours. If required, an engineer will be despatched within 48 hours.

In addition to providing reactive and proactive support, we also provide strategic advice, IT audits and a dedicated IT Director service – to make sure your IT is working for your business and fueling future growth. Your IT Director will provide recommendations and draw up a projected three year IT roadmap and budget for your business – focusing on growth and reducing cost.