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Our Support Process
| As an Air-IT support client, you will have access to our 3 tiers of customer support which is like having your own in-house IT Department, without the cost.
Our unique combination of preventative maintenance, a well staffed helpdesk, expert onsite support and critical support ensures that your business will always get the timely response it needs should you encounter any difficulties with your IT. Client Support Portal
It is simple to use, and puts a wealth of information at your fingertips and will allow you to review and monitor progress of your support requests, update tasks, review projects and utilise our extensive knowledge base.
Dedicated Help DeskAlternatively, you may wish to contact our dedicated Help Desk directly. In such cases our team will automatically log your support ticket which you will be able to access through your client portal account. |
Our Response TimesNon Critical Cases:
Critical Cases:
Our support process for all contracted packages follows three distinct tiers depending on how critical your case is: Tier One – Remote SupportOur in-house Help Desk provides instant access to unlimited telephone and remote support. Technicians are always on hand to provide advice and support for any IT issues that you may encounter on a daily basis. The Help Desk can be contacted by telephoning our support line, by email or by using our remote support portal and instant chat software for immediate connection to a technician. The vast majority of support cases can be resolved remotely. Once reported appropriate action will be taken to diagnose and fix your problem via our remote support portal. By using remote-access technology our technicians will be able to rectify your problem as if they were physically on-site without having to visit your offices. Help Desk Hours 8:30am to 5:30pm, Monday-Friday (excluding bank holidays) Our support team is normally available by telephone, but on the rare occurrence when you have to leave a message, we guarantee to call you back within 60 minutes or less. You can also enter a support ticket electronically through the client portal with a guaranteed response within 30 minutes. Tier Two – Onsite SupportIf your support case cannot be resolved remotely it will be escalated to tier two and we will schedule an onsite visit by one of our technicians in addition to your routine monthly visits (if you are on Support-IT or Manage-IT packages). We guarantee that you will receive an on-site technical support visit within 24 hours, or next business day. When possible, we always endeavour to be on site the same business day. Tier Three – Critical Support » Tier Three – Critical SupportOn the rare occasion when a support case is critical for example your server is down, your phone system is not working or more than 25% of your staff cannot logon to your network, it will be escalated to tier three. In this case we will send one or more of our senior engineers to your company and guarantee to have them onsite within one hour of the case being reported. Any tier 2 or 3 onsite time required for clients on remote support packages will be charged at a discounted rate and will be approved by the client prior to the site visit. All service calls start at tier one and can generally be resolved remotely. Our technicians are highly qualified and will quickly evaluate your support case to determine if it needs to be escalated to tier two and occasionally tier three if it is a critical failure. Further InformationIf you have any questions about our IT support services, would like to know more about our contracted support packages or would like a quotation then please contact us today. |
As a new client you will be introduced to our market leading IT management software Autotask. This has been customised to meet the needs of our clients so that we can deliver a consistently high quality support service. The software will allow you to submit support tickets online via our Client Portal.