How Our Support Works

InfoTech Solutions have been serving the Kent and London areas since 1998. This wealth of experience has helped us refine the support we offer. We understand what a business needs from their IT and that's the service we offer.

Over the years we have invested heavily in the technology we use to support our clients. This industry leading technology means we can offer a support service that was ranked number 1 in Kent by MSP Mentor.

What makes our support different?

Unlike other providers we don't just supply you with IT Support. Instead we make sure we go the extra mile to give you the best possible service. 

• 24/7 IT Support 
  • Day or night we are always available to take your call and help with any issues you are having. We don't use 3rd party call centres so when you call us you will always be speaking to one of our trained engineers.
• Unlimited Support
  • Many support providers will charge you for each call you make. We give you unlimited support. Call us as many times as you need and we won't charge you extra. 
• One Port of Call IT
  • We deal directly with your technology providers so InfoTech becomes the only place you need to go for your IT. If your having problems with your Internet all you have to do is call us and we'll deal with your provider and fix the issue.
• Service Level Agreements
  • Each one of our clients get their own Service Level Agreement so you as a business know how we will respond to your issues. Meeting the targets in this agreement is how we offer you the very best support.
• Traffic Light Report
  • Our clients are often impressed with the detailed level of the traffic light report we run for prospective clients. This report quickly highlights areas we suggest need improvement so your business can be at it's most productive.

The Support Process

We have a process in place to get your issues solved in the most effective and efficient manner. Here is a brief guide to how this process works.

Reporting an Issue

Once an issue occurs we make it easy for you to report it to us. You can either call our helpdesk and speak to one of our engineers 24/7, or you can email the support desk or use the support portal on our website.

Triaging

Once the issue has been logged as a ticket we have to assess the severity of the issue based on the impact it will have on your business. How this is determined is documented in our Service Level Agreements.

Your ticket will then be assigned to an engineer who will discuss with you how they plan to resolve your issue.

Fixing Your Issue

We aim to solve as many issues as quickly as we can, often resolving the problem when you're still on the phone. Anytime this is not possible our engineer will continue to keep you updated as they work on a fix for the issue.

Escalating the Issue

If your issue is critical or requires a higher level of technical expertise it will be handed over to a senior member of our technical team.

Resolving Your Issue

Once your issue has been fixed we will ask for your confirmation that the ticket has been fully resolved before we mark it as completed. Our engineer will supply you with as much information on the issue and how it was fixed to potentially avoid the issue happening again in the future.

Once a ticket is closed we will always ask you for your feedback on the service you received. This helps us maintain a high level of service.

How Our Support Works

98.5%

Customer Satisfaction

6 Secs

Average Wait Time

98%

Client SLA's Met

81.5%

Same Day Fix