Technical Support

Transparency: passionIT has developed support procedures that are efficient and transparent. These procedures are applied from the Support Desk right through to on-site support where all activities are documented. The main benefit is that you are able to monitor the status and progress of each reported incident. Additionally a summary timesheet report is included with each invoice so viewing fault resolution, cost and time spent is simple.

Support Desk: In some industries all service calls end at the help desk. passionIT’s service calls start at the Support Desk. If resolution is not found during the call then the issue is immediately escalated. At this point an engineer with the relevant experience is assigned to resolve the issue either remotely or on-site. Issues are prioritised in accordance with the ITIL Incident Management process (Priority Impact Urgency PIU) and appropriate resources allocated to their resolution. To minimise costs and maximise efficiency routine maintenance calls are scheduled and system upgrades are pre-arranged to minimise down-time. The Support Desk is located in New Zealand and is manned by experienced engineers with excellent English skills who are able to assist. Your call is a very high priority for us, so we take the management of telephone queues seriously. A typical wait is less than a minute. Our Support Desk Engineers are able to take control of a user’s workstation and work together with that user to resolve issues. passionIT offers support in this manner for all levels of infrastructure right through to application support for users.

Site Support: passionIT has a number of options for site support to suit each business requirements. A large percentage of work can take place remotely without an engineer required on-site.

• Scheduled Support: Most clients prefer scheduled support where time is pre-arranged, either daily or weekly or fortnightly. The necessary resources are allocated to you during the scheduled time, however, if less time is required then billing is based only on the time spent. If an urgent task arises this will be allocated a priority status and the necessary resources assigned to ensure swift resolution.
• Ad-Hoc: A call is placed with the Support Desk, resources are allocated and scheduled. Billing is based on time taken to resolve the problem.