All of our service agreements include advanced system monitoring software. Our system proactively monitors your hardware and software for possible faults. This means that in many cases we can respond to your issue before you even realise there is an issue!
For problems or requests that are reported to us, our support process ensures that all service requests are reviewed by one of our account managers within a maximum of 30 minutes of receipt. Part of this process involves evaluating the severity and impact of the issue and then scheduling the job accordingly.
Our response times are stipulated in our support agreements and tracked by our job system. This means you can be confident that your urgent issues will always be handled quickly and efficiently.Back to FAQs