The most specialised Derby IT Support; our managed IT support is a bespoke service tailored to your business. Think of us as your outsourced IT department; you get all the support you need, without the hassle and commitment of employing your own team!
We don’t put a limit on the number of support tickets you can raise. We want you to feel like you can contact us with all problems big or small. We realise it’s sometimes the little things that make the biggest difference.
We continuously monitor your network infrastructure to ensure that we can identify potential problems as they emerge. We take action behind the scenes to help maintain system uptime.
Our customers have direct access to our technical team via phone, email or web portal. We don’t require the logging of a call with a nontechnical person. Our primary concern is getting you back working as quickly as possible.
No two businesses are the same; from start-ups, medium sized businesses seeking full integration to large enterprises with their own internal IT team to – we cater for all. It’s important that our support is the right fit for your business so we tailor all our contracts to our customer’s needs providing 1st, 2nd and/ or 3rd line support.
We’re passionate about technology and believe it should be implemented in the right way. We always adhere to best practice standards and partner with leading technology providers. We rigorously assess all products we offer to deliver a smooth experience.
The technical team prides itself on maintaining a thorough knowledge of the products and systems we support. We commit to our staff with regular training so we stay-up-to-date with the latest IT developments. We also provide a comprehensive range of professional services.
All support requests raised will be subject to the following escalation procedure:
This is where most support requests begin. The issue is recorded and Absolute Networks performs basic troubleshooting. For example, a request for a password to be reset would be a 1st line matter.
If an issue cannot be resolved at 1st line, it will be escalated to 2nd line. At this point, Absolute Networks will perform more complex support, using specialist staff where appropriate. Re-provisioning of an email account, for example, would require 2nd line support.
Issues that cannot be resolved at 2nd line will be escalated to 3rd line. At this level, support is provided by Absolute Networks’ most-experienced staff, who can draw on a range of expertise from third parties when needed. Commonly, 3rd line issues relate to the IT network or infrastructure.
When appropriate, some matters raised will be immediately escalated to 2nd or 3rd line depending on their nature.