What can you have in terms of support with us?

Web Maintenance

Our maintenance packages include much more than just updating photos and content. We also handle updates, security, optimisation, backups and administration tasks.

Tech support

Support can be tailored to your requirements.
Any thing from no built in support, or ad-hock as required support and everything in between up to 24-7-365 support for anything you need.

Get in touch and let us know what you need.

Web & Tech support – included

Included in your package is an amount of support for you and your site, we gauge this depending on the functionality and complexity of your site.
This is an essential element of the package, things do break . . . .
We promise they do, don’t let anyone tell you different. (Have you got a computer? Then you know what we mean!)

In the end your website / email / database is running on a computer, admittedly a big one. With that a whole load of things that can go wrong. Mostly they don’t, but it happens.

This is why you have a support system for your account. As soon as you/we notice a problem we will get straight on it. Between our web and server guys we will fix whatever it is a soon as is possible.

The support is there, we expect you to use it!

The technical support process

1st Line

Receive first line calls

Issues that can be resolved by telephone calls or remote access.

Issues that can be resolved in 10 to 15 minutes or less.

Issues which have a clear defined resolution but may require longer than 15 minutes work (ie. a known fix, configuration change, remote update)

Issues that do not require desk side support.

Issues that do not require research and investigation.

Purchasing management

License and install management

Projects assigned by Systems Managers or other 3rd line support staff.

No call should sit on first line for more than 1 working day – unless

The user or service is not available,

Or the call falls into 1 of the following call statuses

  • Awaiting third party
  • Awaiting delivery
  • Awaiting authorization
  • Awaiting file restore
  • Awaiting parts
  • Awaiting quote
  • Awaiting quote
  • Awaiting rebuild

2nd Line

Receive over flow first line calls and escalated calls

Issues which cannot be resolved over the phone or by remote access.

Issues which take in excess of 15 minutes to fix, require research or investigation.

Issues which first line are unable to resolve due to resources or technical knowledge.

Issues which require desk side visit or require leaving the office for an extended period.

Issues which require consulting with 3rd line support but not necessarily escalation.

Projects assigned by Systems Managers or other 3rd line support staff.

No call should sit on 2nd line for more than 2 working days without consulting with first line– unless the user or service is not available,

Or the call falls into 1 of the following call statuses

  • Awaiting third party
  • Awaiting delivery
  • Awaiting authorization
  • Awaiting file restore
  • Awaiting parts
  • Awaiting quote
  • Awaiting quote
  • Awaiting rebuild

3rd Line

Don’t receive support calls directly from helpdesk only escalated calls from 2nd line and direct contact calls.

Planning and development of major projects.

New product and solutions testing

Software and hardware testing.

Supervision of 1st and 2nd line in conjunction with Helpdesk Manager.

Supervision of projects on the 1st and 2nd lines in conjunction with the Project Manger.

Liaison with clients for projects and planning.

Planning and strategy for development.

Escalation paths for support calls within the helpdesk.

From 1st

All calls which: –

  1. Cannot be resolved by telephone or remote access,

  2. Require investigation or research, or additional information beyond which can be obtained from the user,

  3. Will involve protracted work, excluding those which have a known fix or solution,

  4. Cannot be resolved, have no known fix or solution,

Will be escalated to 2nd line.

All calls where: –

  1. The purchase requirement cannot be clearly defined,

  2. The known fix or process is not working

Will be escalated to 2nd line.

All these points are based on the judgment of the first line engineers and the helpdesk manager, if time is available it is acceptable for an engineer to spend longer on a call than the reserved 15 minutes.

Under no circumstances should a call be on the first line for longer than12 hours unless it falls into the previously listed categories.

If and when a call is escalated to the 2nd line this should be communicated to the user / users involved.

From 2nd

All calls which: –

  1. Cannot be resolved, have no known fix or solution,

  2. Cannot be resolved by consulting with 3rd line,

  3. Require protracted research or testing,

  4. Require a project status,

Will be escalated to 3rd line

Under no circumstances should a call be on the first line for longer than 48 hours with out consultation with 3rd line, unless it falls into the previously listed categories.

If and when a call is escalated to the 3rd line this should be communicated to the user / users involved.

Escalation form 3rd line to project and / or testing status.

To create a project or move an investigation to testing status the call must be escalated to the Project Manager, who can then consult the senior management team if required.