24/7/365
GLOBAL
SUPPORT SERVICES

For incidents, the Service Desk Tier 1 engineers will provide a “single touch” resolution where possible.  If such a resolution is not possible or has not been achieved within the agreed time or specifications, then the request will be reassigned and prioritised.

To ensure downtime is kept to a minimum Kaptec maintains a central spares and logistics facility. This is an essential compartment of our standard support and allows us to avoid lengthy delivery times of spares that may impact heavily on the time lapse before you are up and running again. ​

​Kaptec have developed and managed professional relationships with many partners to enable us to deliver a complete service solution to meet the Customers requirements. Within EMEA and Worldwide locations, we capitalise on our strong Vendor relationships to provide a solution that is controlled by Kaptec but delivered through a Global Partner.

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. ​

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

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.