Problem Resolution and Support

Should problems arise with your network, we have developed a simple traffic light system to categorise the severity of the issue so that we can respond appropriately. Once a problem has been reported we rate the severity of the issue and guarantee to respond according to the classification assigned to it.

A red light signals that the problem is of a serious and critical nature. This is a problem which is affecting the organisation’s ability to function and work. Typical examples include a server failure, network failure or key business function failure.

A member of our team will contact you within 30 minutes of you reporting the event by telephone.

An amber light signals that the problem is a general technical support query. Technical support queries are non critical but require attention within a fixed period of time as determinable by your individually tailored contract.

A member of our team will contact you within 90 minutes of you reporting the event by telephone.

A green light signals that the request is for some user support or assistance or for planned maintenance work – for example, administrative tasks.

A member of our team will contact you within 1 business day to discuss the matter and given you the support or assistance you require or agree times to carry out the work.

The above targets are the minimum standards which we continuously strive to exceed. In practice most calls to our office are either immediately passed to one of our support team or answered directly.