Service Request Descriptions
Our IT support is categorized into different levels based on the complexity of the issues being addressed and the skills required to resolve them.
Level 1 support: Our cutting edge tools allow us to support and administer our clients systems in the background. This eliminates the need for remote intervention into the user's PC or onsite assistance.
Common requests that fall under this category include:
- Password resets
- Software deployment
- Microsoft Office 365 configuration or setup
- Phone system configuration or setup
- Data backup and recovery
- Quick Virus or malware removal.
- User account changes
- Software updates for managed devices
Level 2 support: This level of IT support is required to assist with desktop technical issues and involves providing assistance to users remotely, using remote desktop tools.
Common requests that fall under this category include:
- Computer setup and configuration
- Printer/Scanner installation
- Network troubleshooting
- Troubleshooting hardware issues
- 3rd party software installation or updates
- Data migration
- Connecting desktops to cloud based applications
Level 3 support: Level 3 support is required when our technicians are required to come to your site to assist with complex technical issues or setups.
Common requests that fall under this category include:
- Site-wide internet outages
- Site-wide phone system outages
- Advanced software configuration issues
- Security incidents or breaches
- Hardware failures and replacements
- Advanced troubleshooting of system issues
- Projects that require onsite assistance
Our service rates for IT Support are as follows
Service | Business One Rate | Standard Rate | Minimum Duration |
L1 IT Support | $0/hr | $120/hr | 0 mins |
L2 IT Support | $120/hr | $150/hr | 15 mins |
L3 IT Support | $150/hr | $180/hr | 60 mins |
Related Articles
Terms Of Service
ABOUT THIS DOCUMENT AND OUR SERVICE AGREEMENTS This document sets out the terms and conditions on which Your IT Department provides IT Services and Support to Clients. These are known as our Standard terms and conditions. These Standard terms and ...
Service Rates - Annual Subscriptions
Backup & Disaster Recovery Service Charge Unit Backup - Office 365 User Account 120.00 per user Backup - Device 100GB 240.00 per device Backup - Device 200GB 480.00 per device Device Backup - 400GB 980.00 per device Disaster Recovery 600.00 per user ...
Service Rates - Monthly Subscriptions
Backup & Disaster Recovery Service Charge Unit Backup - Office 365 User Account 10.00 per user Backup - Device 100GB 20.00 per device Backup - Device 200GB 40.00 per device Device Backup - 400GB 80.00 per device Disaster Recovery 50.00 per user ...
Helpdesk Support
Our helpdesk operates a ticket-based system to enable us to provide our clients with an efficient service and ensure requests are actioned promptly. Please use any of the following methods to request assistance from our support team. 1. Directly from ...
Business One Mobile
Our Business One Mobile service provides a suite of core services that enables your team members to function efficiently and securely, together with ongoing management and support for your company's IT infrastructure. It's designed to ensure that ...