Frequently Asked Questions
Service Levels, Escalation Processes & Response Times
Who will answer my support call?
How long will I have to wait until I receive technical support?
What happens if my IT issue cannot be fixed straight away?
Not all technical support issues can be fixed immediately and sometimes we will require additional time to resolve more challenging and complex IT issues.
In this instance, our 1st/2nd line engineer will immediately escalate the issue to a 3rd line support technician, who will endeavour to resolve the technical support issue as quickly and efficiently as possible. In addition:
- You’ll be provided with a new ticket number.
- You can check the status of your open issue through our online customer helpdesk portal.
- A member of the 3rd line technical support team will update the ticket details and contact you to report our progress periodically.
I’ve reported a new IT issue via email. How long will I have to wait for a response?
Does your IT Support service include Administrative changes?
YES. Administrative changes are included as part of 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
*PLEASE NOTE – ALL administrative changes must be confirmed in writing by a member of staff with authority to approve any changes on your Network.
What happens if my technical support issue cannot be resolved remotely?
- For Business Critical issues – We’ll endeavour to have an engineer onsite within the hour.
- For non-business critical issues – We’ll endeavour to have an engineer onsite within 24 hours.
Does you provide 24/7/365 IT Support Assistance?
YES. We provide flexible levels of 24/7 IT Support cover that can be tailored to your business requirements. WE DO NOT OUTSOURCE. ALL Technical support cover outside of standard business hours is provided by our own internal personnel.
How long does it take to switch to Focus Technology?
- A professional IT Consultant will conduct a FULL IT Services discovery audit. This audit will highlight any potential or existing IT issues that could affect your immediate and medium to long-term business productivity.
- Any existing IT issues highlighted in the IT audit will be resolved IMMEDIATELY .
- Optimising and modernising your IT systems from Day-one will result in reduced system downtime and less day-to-day technical support problems, greatly increasing your overall business productivity.
- As soon as possible your dedicated Bussiness Technology Advisor will conduct a strategic review to plan out the next 12 months to match your business plan with your technology.
