IT Support

Let’s say a user encounters an issue with their Microsoft Office Suite application. They go to the company’s CRM portal and submit a ticket describing the problem they are facing. The ticket is then assigned to an IT support engineer for resolution.

The engineer, based on the level of IT support subscription the company has, begins investigating the issue. They may start by remotely accessing the user’s device to gather more information and perform troubleshooting steps. This can involve checking for any software conflicts, verifying the application’s settings, or updating it to the latest version.

If the issue persists, the engineer may escalate the ticket to a higher level of support or consult with other team members for specialized assistance. They would document their findings and the steps taken for future reference.

Once the problem is identified and resolved, the engineer updates the ticket in the CRM portal, providing a detailed explanation of the solution and any additional recommendations. They may also offer guidance to the user on how to prevent similar issues in the future.

Throughout the process, the engineer ensures timely communication with the user, keeping them informed about the progress and estimated resolution time.

The level of IT support subscription determines the response time, priority, and scope of assistance provided. Higher-level subscriptions often include faster response times.

By following this process, the IT support engineer effectively addresses the Microsoft product-related issue, resolves it in a timely manner, and ensures that the user can continue their work with minimal disruption.

Our Service Level Agreement (SLA) outlines the commitments and guarantees we provide regarding our IT support services. It includes details such as response time, resolution time, availability of support, and other performance metrics. To provide you with accurate information about our specific SLA, please contact our support team or refer to the documentation provided with your subscription. We will be able to provide you with the specific details and terms of our SLA tailored to your agreement with our company. 

Typically the first response time can be up to 48 hours but usually we respond in the first 24 hours depending on the ticket priority.

Yes, we offer a trial period for our IT support services. During this trial period, you can experience and evaluate our services to determine if they meet your requirements and expectations. It allows you to assess the quality of our support, responsiveness, and effectiveness in addressing your IT needs. Please contact us for more details.

Yes, you have the option to cancel your subscription at any time. We believe in providing flexibility to our customers, and if for any reason you decide to discontinue our IT support services, you can request a cancellation. Please refer to the terms and conditions of your subscription or contact our customer support team for the specific cancellation process and any applicable fees or notice periods.