We are committed to working with you to resolve your cases and queries as quickly as possible. Our Managed Services Charter lays out the terms of our support agreements.
Please note that at present, due to the Covid-19 situation, we will only be dealing with SLA1 and SLA2 cases. For all other issues, please email firstname.lastname@example.org and expect longer-than-usual lead-times on fixes. Thank you for your patience at this time.
OUR COMMITMENT TO YOU
- To always treat you fairly and respectfully whilst providing a polite and friendly service
- To answer e-mail and telephone queries as quickly as possible
- To prioritise calls and resolve issues based on their urgency
- To provide you with clear and easy-to-understand updates on the progress of your case
- To maintain a reliable and effective service through a consistent approach
Wherever possible, we ask you to e-mail us your request so we can:
- Log and track issues accurately
- Offer you the expertise of all our staff
- Better understand and direct your query
- Reduce the time spent transcribing calls
- Ensure we have an accurate record of all communications
Please be as specific as possible when providing information and please, of course, treat our engineers with respect at all times.
SERVICE LEVEL AGREEMENTS
All calls will be prioritised according to the response times set out in your Managed Services Agreement. Our response times are as follows:
- Rank I – 1hr Response – IT failure across the entire company/key staff/key services
- Rank II – 2hr Response – IT issue stopping multiple users working
- Rank III – 4hr Response – IT issue stopping single user working
- Rank IV – 8hr Response – IT issue inconveniencing a single or multiple user(s)
For urgent queries that need to be resolved immediately feel free to call the helpdesk +44 (0)1733 577055
Urgent Case Examples:
- Complete loss of server access or inaccessible key data.
- Power outages or other unforeseen daily interruptions.
- Loss of internet/email access for the whole organisation/key staff/key services.
- Complete loss of mobile device access for all users/key staff/key services.
Please see below examples of cases which would be considered non-urgent:
- Connectivity issues resulting from unplanned changes to office layouts
- Unplanned staff members requiring PC configuration (maximum notice must be given)
- Issues which do not directly impede your work e.g. annoying pop up messages
- Requests for advice on changes you wish to make which involve the IT
We ask for 72hrs notice for changes/additions to your IT system including:
- New users
- Software or hardware installations
- Office reorganisation
It is of paramount importance that internal testing and general checks be undertaken to ascertain whether staff are being granted the correct access rights. This includes user offboarding processes and making sure access to sensitive information is regularly reviewed.
Although we take every precaution to protect our users from malicious cyber-attacks, it is still the case that over 90% of all network compromises start with email. It is the responsibility of end users to be vigilant when using email, and also to not open attachments or links without being 100% certain of their validity. Regardless of the technology, Microbyte cannot accept any responsibility for end user errors or lapses in judgement which may compromise a network, this extends to but is not limited to any incidental impact including financial loss.
When making a request which has potential security ramifications, it is important for both parties to be clear on the action to be taken. Please ensure that in every correspondence with our helpdesk you are specific about the item you are referring to, and we in turn will endeavour to seek clarification on requests which may be open to misinterpretation. An example of this, may be requesting security permissions to a mailbox rather than to a specific folder, we encourage all requests of this nature to be discussed verbally and followed up via email. Please bear with us if you feel we are being excessive with emails seeking to quote and clarify requests, it is in everyone’s best interest.