Technical Support Services
In general support levels can be broadly categorised as follows:
Level 1 Support
- First point of contact
- Identification of incidents
- Diagnosis, escalation and resolution based on documented processes and procedures
Level 2 Support
- First point of escalation
- Provides guidance and instructions to Level 1 Support to diagnose and resolve
- Takes ownership of incidents where subject matter expertise and experience is required for diagnosis
Level 3 Support
- Second point of escalation
- Advanced trouble shooting required for diagnosis and resolution
- Change to component may be required to resolve (i.e. code change, hardware replacement, vendor support etc)
CIBIS have engineers have both deep and broad experience in all major areas of ICT and can provide the ideal back-up for your ICT function. When your attempts at investigating and fixing a problem are proving difficult CIBIS can be available to make sure your business does not suffer from the significant impact a prolonged down time, of any part of your ICT infrastructure, might have.
