Unlimited calls / emails – when something is holding up your work you need an answer quickly, you may call or email us anytime.
(Severity Level 4)

Remote support – we fix over 90% of IT related problems remotely. Our client will receives full remote support and this includes remote access to all workstations, laptops and servers. We use our own remote access software that is 100% reliable and secure.
(Severity Level 3 and Level 2)

Onsite support – if an onsite visit is required then one of our experienced IT engineers will attend your office. Regular site visits can be scheduled regularly with a dedicated engineer, giving the opportunity to conduct regular IT consultancy sessions and form a strong working relationship.
(Severity Level 1)

Severity Level

Severity Level 1 (Urgent)
A severity one (1) issue is a catastrophic production problem which may severely impact the client’s production systems, or in which client’s production systems are down or not functioning; loss of production data and no procedural work around exists.

Severity Level 2 (High)
A severity two (2) issue is a problem where the client’s system is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of the client’s business operations and productivity. The system is exposed to potential loss or interruption of service.

Severity Level 3 (Medium)
A severity three (3) issue is a medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows the client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the client’s operation and issues in which there is an easy circumvention or avoidance by the end user. This includes documentation errors.

Severity Level 4 (Low)
A severity four (4) issue is for a general usage question or recommendation for a future product enhancement or modification. There is no impact on the quality, performance or functionality of the product.