FAQ
Here are the most frequently asked questions about our SLAs, response times and business process.
What is a Managed Service Provider (MSP) ?
In the information technology world, a Managed Service Provider is a company that provides partially or fully outsourced IT Support and management as a service (MaaS). When they manage all IT Support Management roles, they can handle any business's technology needs.
How does Managed Services work?
The typical Managed IT Services provides 24/7/365 network monitoring of your IT infrastructure. A help desk is provided to answer your and your staff's questions. We also provide technical support onsite and using remote connect tools. We assist you with hardware and software issues.
What are your operating hours?
Our regular operating hours are Monday to Friday, 8:00 am to 7:00 pm. However, you can upgrade your service up to 24-hour and 7-day support.
How much do Managed IT Services cost?
It all depends on the number of users, computers, and servers you have in your workplace. After speaking with you about your requirements, we will create a custom proposal covering all of your equipment and providing the services needed to keep your business running smoothly daily.
How long is your IT support contracts?
Our managed IT support service is based on a standard 12-month contract. The first month of your arrangement is subject to one week's notice, which is then extended to three months' notice. We value our long-term clients, which is why we offer extended support contracts at a discounted rate. However, we also understand that short-term support contracts may be more suitable for some businesses. Our solutions and tailor-made packages are always flexible to meet your needs.
What makes your company different?
We are an exceptional IT firm with extraordinary employees. We know that mastering the “basics” is required for client satisfaction. We do not need a better mousetrap; we need the one we have to work on all the time, every time. We have superior working relationships with our clients while acting as their trusted advisors on all technology-related things. We have a “recipe” for standardising a client computer network that guarantees a problem-free network.
How long will I have to wait for technical support?
After speaking with one of our technical support advisors, you will instantly receive remote support. Most calls can be fixed remotely immediately!
What happens if my IT problem cannot be fixed straight away?
Not all technical support issues can be fixed immediately; sometimes, we need more time to resolve more challenging and complex IT issues.
In this instance, your issue will be escalated to a 3rd line IT support technician, who will endeavour to resolve the technical support issue as quickly and efficiently as possible. In addition:
-You will be provided with a new ticket number.
-You can check the status of your open issue through our online customer help desk portal.
-A third-line technical support team member will regularly update the ticket details and contact you to report our progress, ensuring you are always informed about the resolution process and feel reassured about the progress.
Does your IT support services include administrative charges?
YES. Administrative changes are included with our fully managed IT support service.
Examples of administrative changes include:
- Creating new user accounts
- Creating new email addresses
- Permission and privilege changes
- Firewall rules and configuration changes
- User account password resets
Do you provide on-site support?
We provide a reactive onsite field technician support service when a technical support issue cannot be resolved remotely at your office address.
For Business-critical issues – We will endeavour to have an engineer onsite within the hour.
For critical non-business issues, we will endeavour to have an engineer onsite.