Our Service To You
Cloud Focus run a British based help desk.
The IT professionals who man our help desk, are trained to “help” clients, as it is called a HELP desk.
As an outsourced IT department, the idea is to take away the pain of IT problems.
Proactive monitoring of clients’ equipment to spot and resolve problems.
This leads to reduced downtime which in turn saves you money.
The majority of problems can be resolved remotely in a timely fashion.
On-site visits will be arranged if required.
Support Services You Benefit From With Cloud Focus
- IT support
- Administrative management
- Ticketing system
- Frequent review meetings
- Advice on future developments
Annual Support
Before taking on a client, an account manager will make an initial visit and at that time a full audit of the equipment on site will be taken.
This will be used to obtain a price for the annual support which is paid for by monthly direct debit through the GoCardless system of secure payment.
This will be a fixed price no matter how many calls are made or how much time is spent on resolving issues.
This will be reviewed on a bi-annual basis.
Clients are not required to sign a binding contract, thus allowing them to cancel support at any time if not happy.
Help Desk Ticket
A ticketing system is in operation to log support issues on behalf of clients.
A ticket may be raised by telephone or by email.
If an email is received into the ticketing system, a ticket is raised with a number being allocated, allowing progress to monitored.
At the same time, an email is sent to the account manager. If the issue is reported through a phone call, the support engineer will raise a ticket on behalf of the client. Again, the account manager is informed.
Clients can expect a response to a ticket is within 1 hour, with a resolution within 8 hours.
As part of the service, a feedback form is sent once an issue has been resolved.