Once you have contacted the Helpdesk, your call will be logged in our ticket system, they will initially look at the problem, assess its priority level and then decide whether they are able to deal with it if they are not urgent then they will be in the list of next regular visit, otherwise the team will be onsite for solving the problem if it is urgent.
If they are unable to resolve an issue, it will immediately be escalated to a senior member of staff and/or third party support.
All these supports will be logged in our helpdesk system and will be reported to you on monthly bases.
If at any time you feel that your ticket has not been correctly prioritized, or is not being dealt with as it should be, please feel free to contact our Technical Manager for sending detail report on the case or appointing a meeting for discussing the issue.

Models of support

Clients can select one type of support or combination of two, three, or all kinds of support

• Scheduled regular visits: daily, once per week, twice per week as required by the client for checking systems, making backups.
• Urgent visit: If your query needs to be dealt with immediately, you can phone the helpdesk they will be onsite max. after 1 hour.
•  Phone support: 24/7 phone support.
• Online Chat support: Questions and some minor problem can be solved though online chat support during working hours.
• Remote Desktop: IT specialist can access your computer remotely and solve your problem.