Service Level FAQ
Below is a list of frequently asked questions about our amazing service levels, our escalation process and our standard response times.
Who will answer your support calls?
All support calls are answered within 3-rings by a member of our amazing helpdesk team. All of our help desk engineers are experienced Microsoft and/or Apple certified professional support technicians.
What are our operating hours?
Our helpdesk team will provide your staff with on-demand first to third line technical support from Monday to Friday, 7:00am to 6:30pm.
Can we provide technical support for your remote workforce?
We specialise in supplying technical support for hybrid workforces. This means that we provide telephone and remote support for office-based staff, employees that work from home, on the move, or any other remote location with internet access.
Our help desk team uses the latest highly secure on-demand remote connectivity and monitoring software, which allows us to securely connect to any device within seconds!
How long will you have to wait for technical support?
Every member of our help desk team is trained to provide INSTANT telephone and remote technical support. In addition, 80%+ of all reported issues are resolved within a single phone call. Rest assured knowing that we will always endeavor to resolve your IT issues as quickly and efficiently as possible!
What happens if your IT issue cannot be fixed straight away?
Not all technical support issues can be fixed immediately and sometimes we will need more time to resolve the more challenging and complex IT issues.
In this instance, your issue will be escalated to a 3rd line support technician, who will endeavor to resolve the technical support issue as quickly and efficiently as possible. In addition:
- You will be provided with a new ticket number
- You can check the status of your open issue through our online customer helpdesk portal
- A member of the 3rd line technical support team will update the ticket details and contact you to report our progress periodically
You have reported a new IT issue via email. How long will you have to wait for a response?
Our customer support inbox is checked throughout the day by our helpdesk team. When a new support request email is received, a support ticket is automatically created and assigned to our helpdesk team who will contact you within 10 minutes.
Does our IT Support service include administrative changes?
YES. Administrative changes are included as part of our fully managed IT support service.
Examples of administrative changes include:
- Creating new user accounts
- Creating new email addresses
- Permission and privilege changes
- Firewall rules and configuration changes
- User account password resets
Do we provide onsite support?
We provide a reactive onsite field technician support service in the rare instance where a technical support issue cannot be resolved remotely at your office address.
- For Business-Critical issues – We will endeavor to have an engineer onsite within the hour
- For non-business critical issues – We will endeavor to have an engineer onsite within the same day
Will you have our own account manager?
Every new Ohso Technical client is assigned a Customer Success Manger (or CSM). The role of your Customer Success Manager is as follows:
- Ensure you receive the highest standard of customer care
- Ensure that your ongoing IT investment is aligned to your business strategy and achieving your business goals.
- Be your main point of contact to discuss any immediate or long-term IT issues or requirements
- Provide a single point of escalation for any concerns you have about our customer service levels
You’ll be able to contact your Customer Success Manager DIRECTLY at any time using the contact details that will be provided in your company welcome pack during the on-boarding process.
What is the length of our IT service agreements?
Our standard IT support service is based on a standard 12 month contract. The first month of your IT support service contract is subject to one week’s notice, which is then extended to 3 months thereafter.
We never try to tie you into a lengthy service agreement, but we’re happy to provide discounted rates for Clients that prefer to sign a longer-term IT Service contract.
Switching to us is EASY!
Simply call us on 020 3963 5533, book a Microsoft Teams meeting or complete our online contact form.
Speak with a friendly member of our team to discuss your Technology support and solutions requirements. We’ll then provide you with a no-obligation quote.
As soon as you’ve signed up to our amazing service, we’ll take full ownership of your IT systems and provide technical support to your entire workforce.
Got more questions about our Ohso Amazing service?
No problem! Call us today and speak directly to a friendly and helpful member of our Business Development team.
Alternatively, you can complete the online contact form below and a member of our team will respond to you shortly.
