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Essential Support Services

support services - Essential Support Services

ESSENTIAL IT SUPPORT

In all businesses technical difficulties can prove costly in both loss of time, resources and efficiency. Kaptec’s Essential Support Service provides flexible support times for your business, and the reassurance that should things go wrong, you will have a professional and capable partner to react speedily to your requests for assistance, to reduce the impact of any issues and to help restore services effectively.

Kaptec are technology solution experts dedicated to your business and its IT requirements. Our Essential Support Service provides your business with a flexible technical resource, which can be either remote or on-site. Whatever the range of support you require, Kaptec will deliver a flexible solution that is tailored to the needs of your organisation.

Our essential Support services are suitable for small, medium and large organisations. Saving them time and money.

What is included in Essential Support

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SERVICE REQUEST MANAGEMENT

 Our Service Desk is available 24 hours a day, 7 days a week via telephone or through a web portal where service requests can be submitted for a fast resolution. Having a seasoned expert at the end of the phone, familiar with your business and its systems reduces turn around time when things go wrong. ​

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INCIDENT MANAGEMENT

 Incident Management is where Kaptec identify, analyse and correct hazards to prevent future occurrences happening again. Kaptec will manage your incident until it is resolved on a response-based SLA – Service Level Agreement

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SERVICE RESTORATION

 In the event of a Service Failure and to ensure a speedy resolution, if diagnosis indicates that our onsite presence is required, we will dispatch a suitably qualified technician to your premises. Our technicians will be familiar with your business and will work to ensure service is restored as a priority.

Tailored Essential Support, Standard Support & Global Support Packages

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ESSENTIAL SUPPORT​

– Service Request Management
– Incident Management
– Service Restoration

Additional Support Options

– Choice of Cover
– General Management
– Service Delivery Management.

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STANDARD SUPPORT

– Service Request Management
– Incident Management
– Remote Support
– Service Restoration
– Spares Management and Logistics

Additional Support Options

– Choice of Cover
– Service Request fulfilment
– Service Delivery Management

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GLOBAL SUPPORT

– Flexible by Design
– Service Request Management
– Incident Management
– Remote Support
– Service Restoration
– Spares Management and Logistics
– Partner Management

Additional Support Options

– Choice of Cover
– Service Request fulfilment
– Service Delivery Management
– Industry Best Practice
– Partner Management

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