To resolve issues that arise between proactive maintenance sessions, or on an ad-hoc basis for non-contract clients, GW Net-Working's helpdesk is available during office hours.
The helpdesk provides the facility to report issues to be resolved and to track their status as they are dealt with.
Issues are dealt with in accordance with the Service Level Agreements provided as part of a Managed Services contract.
Reactive support is provided through the following mechanisms:
- Failure identification - The first step taken is to identify the specific area causing the problem. This is then recorded and dealt with in the most appropriate manner
- Telephone support - A qualified engineer will talk the designated user through various troubleshooting steps to facilitate quick resolution
- Remote control - Where possible, a qualified engineer will take control of a system over a remote connection and troubleshoot the problem
- On-site support - Where telephone & remote support is not possible or unsuccessful in achieving resolution, a qualified engineer will attend site to resolve the problem