After Sales Support Our Service Desk is the hub of our organisation and provides a single point of contact for all our contracted support calls. If you should experience a problem with your IT infrastructure, you can rest assured that your business is in safe hands and that all support calls will be answered and managed by the most highly skilled, accredited and experienced personnel available. Our Service Desk provides both standard and bespoke service delivery that can be designed to meet the individual needs of your organisation. From standard business hours through to 24 x 7 x 365 service cover, Aspire’s team will work closely with you to deliver the highest quality support for your IT systems and applications.
FAULT CLASS / DESCRIPTION
Fault Categories At Aspire, all fault/query calls are categorised and have strict targets for response and escalation. Unlike others, we define response as the period of time within which we will actually begin working on a fault rather than simply logging it on our CRM system.
RESPONSE
ESCALATION
FIX
Class 1 – Critical i.e. 100% of service failed, all users affected and the business severely impacted
30 mins
Immediate
4 hours
Class 2 – High i.e. a single service has failed and all users are impacted such as email or core business applications
1 hour
1 hour
8 hours
Class 3 – Medium i.e. a deterioration of normal service has occurred. Applications are accessible but considerably impaired thereby affecting the majority of users
4 hours
6 hours
10 hours
Class 4 – Low i.e. one or two users affected with known work around
8 hours
12 hours
16 hours
Class 5 – MAC (Moves, Adds & Changes) i.e. information request, general instruction and configuration changes
12 hours
Planned
Planned
www.aspirets.com Heworth Hall Shields Road Gateshead NE10 0UX T +44 (0) 845 643 9200 F +44 (0) 845 643 9204 E info@aspirets.com
Lismirrane Industrial Estate Elstree Road, Elstree Herts WD6 3EA T +44 (0) 208 236 6620 F +44 (0) 208 236 6445 E info@aspirets.com