We hear from companies using our competitors that they always have to wait long periods for their support ticket to be picked up or once it is picked up then they are always waiting even longer periods for some sort of response to it. With us you will simply never experience this because the smart use of technology automation and analysis means we can easily fix your issue without any delays.
60-minute promise
93% of tickets that hit 1st line engineering are closed within 8 minutes. No ticket stays in 1st line for longer than 60 minutes. If a ticket is not resolved in 60 minutes, it is automatically escalated to 2nd line
60-minute promise
98% of tickets that hit 2nd line engineering are closed within 11 minutes. No ticket stays in 2nd line engineering for longer than 60 minutes. If a ticket is not resolved in 60 minutes, it is automatically escalated to 3rd line
Resolution promise
100% of tickets are closed in 3rd line support
93% of tickets that come in to 1st line engineering are closed within 8 minutes and we guarantee to answer your call and starting working on your issue straight away, so you're not left hanging around nor do you face any delays. We also analyse the reason for the support ticket in the first place and then work towards making sure this issue never happens again.
98% of tickets that come in to 2nd line engineering are closed within 15 minutes and 99.95% of our tickets stay closed. Our 2nd line helpdesk is manned by highly skilled and qualified IT engineers. Support requests which come in to 2nd line helpdesk have a maximum of 60 minutes until they are escalated to 3rd line, however on average 98% are fixed within 15 minutes and the 60 minute limit is rarely met.
Our 3rd line helpdesk is staffed by industry leading IT engineers. This team is the elite technical team in the UK. You and your employees have direct access in to this team at any time should you wish. The 3rd line team work with the Technical Account management team and constantly monitor the reasons we receive ticket requests with a view to making sure those tickets never reappear. The technical account managers are engineers not sales people like our competitors. They are available 24/7 for you and they offer relevant strategic advice based on your business needs.
100% of critical / P1 tickets go straight to 3rd line engineering
