Support Services
After more than 15 years of providing IT security support services to our partners, our technical support team has extensive knowledge, strong support database and experience of all our vendor solutions. We resolve the majority of calls in-house, but where required we are able to raise directly to our vendors. This means faster resolutions for both our partners and clients.
- Response time within 1 hour from first notification of a 'P1 - Mission Critical' problem and progress updates no later than every 3 hours from receipt of all relevant information
- Response time within 2 hours from first notification of a 'P2 - Severe Disruption' problem and progress updates no later than every 8 hours from receipt of all relevant information
- Response time within 4 hours from first notification of a 'P3 - Problematic' problem and progress updates no later than every 24 hours from receipt of all relevant information
- Response time within 24 hours from first notification of a 'P4 - Non Critical' problem and progress updates no later than every 24 hours from receipt of all relevant information
- Response time within 24 hours from first notification of a 'P5 - Information' problem and progress updates no later than every 48 hours from receipt of all relevant information
