Our Support Services offer ITIL-based tailored support which can support your entire system

We take pride in delivering a high quality, robust and cost effective support service that is flexible to allow for changes in demand. We aim to deliver more than incident fault-fixing to enhance the performance of your business.

Our Commitment

We are committed to delivering excellent service and we can promise that a contract will not limit the standards or the approach we will utilise to solve an issue.

We will supply analysis reports to your specific requirements – and conduct regular service reviews to ensure your needs are met.

Total Support - We Offer:

• 24x7 high quality support from our UK support desk for Priority 1 issues
• SLA based upon criticality for initial response and resolution
• Managed transition from your current support provider
• Adherence to your change procedures
• Flexible support packages
• Assigned Service Delivery Manager
• Regular Service Review Meetings and Reporting

Services

• Application and Technical Incident Management
• System and functionality enhancements
• System Management and Monitoring
• System Hosting
• On site or remote consultancy
• All levels of training – project team, key user, end user
• Business cover for members of your team during times of high business stress

Our People

Our consultants are from a business background so can understand issues affecting businesses in real terms and can relate solutions in terms of business benefits.

Our teams, using CSI’s end to end solution expertise, deliver a complete support service including application support and development, hosting, technical healthchecks, system management and solution monitoring on site or remotely – everything which will enable you to get greater benefit from your IT solution.

Key Benefits

Your business will benefit from CSI’s knowledge transfer and support options meaning that your team is free to concentrate on your business priorities, safe in the knowledge that the day-to-day support of your IT solution is in the hands of our experienced consultants.

• Safe, reliable support for day to day operations
• Reduced Risk to your business
• Value for money
• Flexible packages allowing support hours to be used when your business needs them
• Knowledge Transfer to your team
• Cost Savings seeing a real ROI

How We Work

• We operate a single point of contact Support Desk via a local rate telephone number, offering a 24 x 7 service for Priority 1 issues.
• Issues may be created, updated and tracked online using our web-based incident management system.
• We will update you regularly on the status of our investigation into your issue.
• Solutions are recorded and can be viewed via our web-based incident management system.
• Clients select an annual level of support hours – but we ensure that our contracts are flexible. Hours may be used to provide on-site consultancy as well as incident resolution.