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.
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.
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.
Average Wait Time
Client SLA's Met
Same Day Fix
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