END USER TECHNICAL SUPPORT

Telephone Support

Many IT issues can be solved by contacting the Help Desk, where if necessary, they will escalate the issue and forward to a consultant

Unlimited telephone support can be arranged through Service Level Agreements.

Remote Support

Consultants can (where available) access clients machines by using remote access directly to the computer concerned. In doing so, the consultant is able to experience the problem that has been described by the user. This enables the consultant to identify and isolate the cause and rectify the issue quickly.

Unlimited remote support can be arranged through Service Level Agreements

On-site Support

Where the problem is unable to be resolved via telephone or remote support a consultant will arrange an
on-site visit to rectify the problem.

Regular on-site visits as part of an agreed maintenance programme can be arranged through Service Level Agreements.