We offer our clients two types of support for emergency response:
- Immediate response
- Service level agreement (SLA) response
Immediate Response IT Service
For immediate response, we have two methods of resolving issues with you.
First, we can troubleshoot with you by telephone. In 50% of cases, we are able to resolve issues by telephone, getting you back up and running right away. Second, where a telephone diagnosis doesn’t work, we are also able to log in remotely and conduct a further diagnosis and resolution.
For emergency response service we respond to calls right away, with little or no waiting time. We will interrupt non-emergency services in which we may be engaged to make sure you can get back up and running.
Service Level Agreement (SLA) Response Service
If you require a guaranteed response time, we will work with you to determine what service level agreement is appropriate for your operation. If our immediate response service fails to resolve an issue, we can then have a technician at your facility within the agreed SLA response time. We can work with you to assess your needs and develop an SLA that meets your needs.
Again, we will interrupt any non-emergency services we may be engaged in to make sure we get you back up and running.