Key highlights
Details
Existing clients
Managed service customers should use their contracted support channels. New customers can contact us to design a support package.
Support That Will Last You
Support does not switch off when your working day ends. Neither should support that is dependable.
Sysnet supports a structured support model for managed service customers, enabling organizations to benefit from a defined approach to raising, escalating and resolving issues or requests for assistance.
Through the course of the entire lifecycle of a support request, we base ourselves on visibility, ownership and proper escalation.
One Point of Contact
It should be easy for the customer to know whom to raise an issue or request with.
Our helpdesk acts as a one point of contact for raising a support request, thereby ensuring that all incidents and service requests go into a well-defined process from the start.
We coordinate the support team with the required technical specialist if the issue needs further investigation.
Clear Path from Issue to Resolution
For efficient support, everyone needs to understand what comes next.
The structure of our support process will provide you with a defined journey:
Request
The problem or the requirement is raised via the agreed support channel.
Assessment
The support request is evaluated in order to determine the nature of the request, its priority and impact.
Assignment
The correct team or engineer is assigned depending on the technical requirement.
Resolution
The request is investigated and actioned, escalating it to the right expert where necessary.
Closure
The request is resolved and finalized through the agreed process.
Accountability-based Support
A helpdesk is not just a ticketing system.
For managed-service customers, it becomes part of the operational process between the organization and its technology partner.
The Sysnet approach to support is aimed at providing ownership of the request while keeping defined processes for escalation and technical intervention.
It will allow customers to focus on their business rather than on the support process.
Where a Specialist Expertise Is Required
There are some technical issues that cannot be solved by a first-line engineer.
Requests requiring a more in-depth investigation can be escalated to senior engineers and to relevant technical specialists.
This will result in a chain support process whereby the helpdesk becomes the point of initial contact whereas a specialist expertise is still available when needed.
Support for Managed-Services Customers
Existing managed-services customers should continue to use their support channel agreed with Sysnet.
This way, requests can be processed according to the service agreement and support model already defined with Sysnet.
For potential managed services customers, our team can discuss their needs and offer appropriate support packages.
Support Tailored to the Environment
Every organization is unique.
Therefore, each organization requires a certain support model based on, among others, the size of the environment, operating needs, technology arrangements, and assistance level required.
Sysnet can build the support around these requirements without presuming that all customers require the same support model.
More Than Solving Issues
While support is aimed at solving specific incidents, sometimes there is something else to learn from them.
Patterns in service requests might show the existence of operational issues that require additional processes, system or technology environment adjustments.
It gives the chance to go beyond the reactive assistance process and become a better technology manager.
Need Support?
If you are a Sysnet customer, please use your agreed support channel to submit a request.
If you think about managed IT support for your organization, please discuss your requirements with our team to understand the support model suitable for your environment.
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