Frequently Asked Questions

Service Levels, Escalation Processes & Response Times

Who will answer my support call?

All incoming support calls are answered by a Microsoft and/or Apple professional engineer that is a member of the service desk team. Our professional service desk team provides day-to-day 1st to 3rd line technical break/fix and 3rd party application support to all of our clients from 8:00 am to 6:00 pm, Monday to Friday.

How long will I have to wait until I receive technical support?

Every member of our helpdesk team is trained to provide INSTANT telephone and remote technical assistance.
80%+ of reported technical support issues are resolved within a single phone call by our 1st and 2nd line remote support engineers. We’ll always endeavour to resolve your IT issue as quickly and efficiently as possible. This strategy gets you operational as quick as possible and stops us all playing telephone tag.

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?

All service-related emails are automatically turned in incident tickets and presented to our service desk team. The service desk team with then respond to you to support you within 10 minutes.

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?

We provide a reactive onsite Field Technical Support service in the rare 10% instance where a 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?

We’ll take FULL control of your IT Operations from DAY ONE. We’ll oversee the full transition of service and obtain any details that are required to support your IT Infrastructure directly from your previous IT Services provider, leaving you to focus on other business activities.
In order to provide INSTANT day-to-day technical support, we will need to complete the following onboarding process:
We aim to complete the above process within TWO WEEKS of you signing an IT Services agreement. The time it takes to complete this process is dependant on the size and complexity of your IT Infrastructure.