Managed Helpdesk Provision
Some SME businesses don't always have the requirement for a full complement of IT professionals and technically accredited support analysts. Therefore the Managed Helpdesk and Technical Resource solution from ukngroup is the ideal way to ensure peace of mind and smooth business operations.
With low fixed per user costs, clients are granted unlimited telephone access to the Service Desk for first and second line support. Our analysts are typically able to deal with 80% of issues at first contact, and any escalations will be handled in accordance with the best practice guidelines of the latest ITIL framework.
Managed Helpdesk Service Support Catalogue
Response Time Agreement
|
|
Support Level |
Type |
Annual Rate |
Limits/Scope |
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1st Response Acknowlegement |
1st Response |
To Site |
No SLA - Reasonable endeavour to resolution |
|
Per user per month |
|
||||||||||||||
2 - 4 Hours |
x |
- |
Telephone Support |
Bronze |
|
Unlimited Calls |
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2 - 4 Hours |
2 - 4 Hours |
- |
Telephone Support Remote Access |
Silver |
|
Unlimited Calls |
||||||||||||||
2 - 4 Hours |
2 - 4 Hours |
NBD* |
Telephone Support Remote Access Onsite |
Gold |
|
Unlimited Calls plus Site Visits |
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* Next Business Day if Requested before 1pm
Technical Resource
There are a variety of circumstances such as during critical projects, or for holiday and sickness cover, when it is necessary to bring in specialist technical support. ukngroup consultants are highly skilled in all the key areas of corporate IT and are available for short or long term secondment.
We deliver excellent levels of service and value for money to SME businesses that may not have the ongoing requirement to justify permanent in-house allocation of resource. Our professionals are experienced working with technology personnel and business executives to help organisations achieve long lasting, beneficial results from their IT expenditure.
Our flexibility and high degree of professionalism make this the ideal option for companies looking for a simple business sense solution to specific technical and strategic issues.
