Helpdesk login

All clients are provided with access to our Helpdesk and friendly staff, operated under strict Service Level Agreement (SLA) response times. When you have a new request we’ll log a ticket via our Helpdesk, an auto email will be sent out to you and a response timer will begin. The minute a technician becomes available they will respond and start working on the incident or change request; this response will also trigger an auto email. While the ticket is live all information is recorded into our system and you will receive regular email updates.

As a client, you can access this service via the link below. If you’re not yet a client, you can also view the Helpdesk login portal or see from our SLA table and flowchart how Clovertec can work to maintain or improve your IT. This produces a track of every call made which can be refered to with ease. Your client relationship manager will review these during your regular strategic meetings.

 

SLA

Service Level Agreement

 

Seriousness Description Response Time Time Until Site Visit
1 Critical Error or Server Down 2 hours 6 hours
2 Special Attention 3 hours 5 hours

 

Critical Error or Server Down – No users able to work or internet/email down. Any event that causes mass disruption.

Special Attention – Software vendor onsite requiring call back or key member of staff with special circumstances.

 

help desk

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Helpdesk