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:
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:
*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?
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?