Our Service Level agreement
If you have any questions about our service performance levels then you’ll find the answers below. If you’d like to request a no-obligation quote, or if you have any further questions then give us a call on 01279 800 039 today.
What is the length of your standard IT support contract?
Our fully managed IT support Services Agreement is based on a 3-month rolling contract. Unlike some of our competitors, we don’t tie our clients into lengthy 12 month contracts that cannot be revoked if customer service and support levels deteriorate. Instead, we retain our clients by providing a consistently high standard of customer care.
What is a client success manager
Every new client is assigned a Client Success Manager (or CSM). Your CSM is responsible for ensuring that you receive the highest standard of customer care. You’ll be provided with your CSMs direct contact details so you can contact them whenever you wish to discuss your ongoing service requirements. Your CSM will contact you immediately once a support agreement has been agreed so they can provide you with your welcome pack and arrange the smooth completion of the on-boarding process.
Will you liaise with our previous IT company during the transition process?
We will fully manage the entire transition process to Ghost IT Services. We’ll contact your old IT company directly on your behalf to obtain any information that’s needed to support and maintain your IT systems, so you can avoid any awkward conversations and focus on your business.
We're unhappy with our existing IT company. How long will it take to move to 39D
We guarantee a seamless transition from your old IT company to 39D. Once a support agreement has been signed, our telephone and remote support team will take over your day-to-day IT support operations with immediate effect. ` A newly appointed Client Success Manager (CSM) will then arrange for an IT Consultant to visit your premises and conduct an onsite client take-on, which incorporates a full IT network audit. We endeavor to complete a full client take-on within 10 days of you signing an IT support services agreement.
Do you offer a 24/7 IT support service?
We offer 24 hour IT support as an optional service. This service is provided by our Essex-based help desk team. Unlike our competitors, we don’t outsource ANY of our services overseas. Instead, our local engineers are on-call so they can provide immediate assistance when you require IT support outside of standard business hours. When you sign up for our 24/7 IT support service, you’ll be provided with a dedicated 24/7 support number that you can call to speak directly to a Technical Support Engineer.
What if we just require an administrative change?
We ask our clients to provide us with 24 hours’ notice to make any administrative changes. Administrative changes are included as part of your IT services agreement, but they fall outside of the contracted IT support SLA. Examples of administrative changes include creating new user accounts and new email addresses.
What happens if my IT problem cannot be fixed remotely?
We will arrange for a Field Support Engineer to attend site and resolve your issue within the contracted SLA. In most instances, we’ll have someone onsite in the same day. For issues that are considered business critical, we’ll endeavour to have a Field Support Engineer onsite within the hour.
How long will i have to wait for a call back if my issue isn't resolved immediatel?
A member of our service desk team is guaranteed to call you back within the contracted Service Level Agreement (SLA). More importantly, over 75% of issues are resolved when first reported. In addition, we respond to all calls within 30% of the SLA response time.
How quickly do we answer the phones?
We answer all incoming support calls within 3 rings. We will always endeavor to provide IMMEDIATE support by troubleshooting and resolving any new IT issues when they are first reported.