Support Level Agreement
Urgent issues (business critical)
Urgent issues will be responded to within the hour and hopefully resolved the same day depending on the complexity of the issue. If the problem is due to a malfunctioning product and requires a resolution from one of our Vendor Partners the time to fix may increase. The majority of issues logged with us can be resolved by our support team and Vendors only need to get involved if a patch is required from them directly.
In some cases, diagnostic information will need to be provided and sent to the Vendor in these circumstances we will monitor the case through to resolution for you.
Non-Urgent issues such as configuration or product upgrade questions will have a 3 day SLA - the case can be logged immediately and will be responded to within 3 days. We will answer your question as thoroughly as possible and can provide assistance remotely via GoTo Assist. Quick questions will be queued in order of receipt and answered as soon as possible. Most questions are answered the same day, often within the hour, depending on case load.
CALL & SPEAK TO ONE OF OUR TECHNICAL SUPPORT CONSULTANTS TODAY.
01865 594 940 Opt 2
Alternatively you can contact us via email, using our online form or your preferred email systems. You can find details on our Contact us page.
We make it simple, bringing you the best in cutting-edge technology for your requirements. Our comprehensive product portfolio, covering a wide variety of IT security and hardware, means we are able to provide you with the correct solution tailored to your needs.
Our competitive edge is our positioning as a strategic ally with our clients. Working closely with our vendor partners OX IT will find the right solution.