Service Level Agreements

We can work with you to define a set of Service Level Agreements to provide an effective support service for your organisation. You need to know that your audience is being supported effectively and efficiently, so we’ll ensure that your requirements are analysed, assessed and dealt with quickly and accurately. With your help, we’ll make sure that your audience is getting the support they deserve.

We'll also agree a priority scale that your employees and our support representatives will use to prioritise each support issue. We’ll agree time scales with you for both response and resolution.

With the knowledge that issues are dealt with as soon as they’re received, you’ll be confident that your audience is being taken care of.

The Service Desk will provide regular updates at intervals specified by you, so you’ll always be kept up to date with your product’s status. We provide reports that are as simple or as detailed as you require, enabling you to grasp the information you need, when you need it.

We can analyse trends in usage of your site, common issues and resolutions, call and mail volumes and supply you with a full list of issues raised for your product. If you require the information, we’ll make sure it’s available. You don’t even need to ask.