Essential Support

Kaptec’s Essential Support Service provides you with a technical resource, which can be either remote or on-site. Whatever the range of support you require, we’ll deliver a flexible solution that is tailored to the needs of your organisation.

Services in detail
Kaptec’s Essential Support Service provides flexible support times for your solutions, 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.

Essential support provides :

Service Request Management 
Our Service Desk is available 24/7 via telephone or through a web portal where service requests can be submitted for fast resolution.

Incident Management 
We’ll manage your incident until it’s resolved, on a response-based SLA.

Service Restoration
For speedy resolution of incidents, if diagnosis indicates that our onsite presence is required, we will dispatch a suitably qualified technician to your premises.

Additional Support Options
Additional chargeable options can be added to your Essential support services to meet your specific business requirements:

Choice of Cover
Choose support hours that relate to your business requirements.

General Management
In addition to incidents, we’ll also handle Moves, Adds, Changes and Deletions

Service Delivery Management
A dedicated Desk based Service Delivery Manager (d-SDM) who is responsible for ensuring that the delivery of services is in line with our commitments.

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“......a partner that matched our organisational people culture together with the requirements for flexibility” ... IT Director First Names Group.
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