Day to Day Support
Enclave Technologies can meet all your support needs. Our service desk serves as your first level of support answering your calls and emails Monday to Friday, 8.00am to 6.00pm. Working remotely we attempt to resolve your issues and change requests as quickly as possible. Service requests are tracked using an advanced ticketing system. Each case is triaged based on priority and the workflow management tracks through to completion.
Case priorities are as follows:
Critical - System or office is completely down – at least 20 % of users effected, immediate response necessary: less than 1 hour.
High - Problems are preventing a process from completing – less than 20% of users effected: within 4 hours.
Normal - Problem that needs to be resolved, but not necessarily immediately or a change management request within 10 hours.
Where escalation is required the case is flagged to a more senior resource or if necessary the most appropriate engineer will attend to the issue on site at your offices.
In addition where customers require assistance outside of the above hours then they can avail of our emergency support service which operates between 6.00am and 10.00pm 7 days a week.
Where customers have greater support needs due to their size or complexity of infrastructure our onsite support engineers are available to provide regular scheduled technical support at your offices.
The engineers become familiar with your users and systems and provides that “constant” interface between your IT Manager and the executive team.
For more details regarding the Day to Day IT support service: