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.
|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.