24/7 IT Support Cover

What do you look for in a IT support contract? Do you have 24/7 cover but get frustrated with having to initiate a call with 1st level support and wait for someone to come back to you within a 4 hour SLA for a high priority issue. Then when you finally have someone call you back they have no prior knowledge of your environment and you have to walk through the whole setup with them just to get a basic understanding. That out of hours window for the change you have scheduled just got extremely tight!

What we do:

At Origina it is our policy to have our most senior technical consultants providing support for calls that are initiated out of normal working hours. No more waiting around for Level 2 to call back and then decide that they need to pass it to level 3. You will be talking with an expert in the relevant field within minutes not hours. When you take into account that this is an extension to our standard helpdesk support that includes a detailed analysis of the supported infrastructure, the consultant answering the call will have a very good and concise understanding of the systems you are running before you are taking them through your issue.

Combined with our “Rapid Support” enabling us to connect remotely to your systems, you can sleep soundly at night knowing that if an issue arises you can initiate a call, be talking to a senior consultant within minutes and then if required, a few minutes later have them accessing your systems remotely diagnosing problems and working with you until a resolution is identified and implemented.

Even if you do not require 24/7 cover for the whole year, but would like to avail of out of hours support for scheduled work, our ability to tailor support contracts to suit specific customer requirements will ensure you have the best support at the times you need it.

What are the benefits?

• Single point of contact for all calls
• Out of hours calls are answered by senior consultants with relevant expertise within minutes not hours
• No waiting around for calls to be passed between different departments
• Tailored to suit specific requirements
• Ability to have a senior consultant connected in remotely and diagnosing within minutes
• Understanding of environment before any calls are logged

See related case studies

• Royal & Sun Alliance Case Study
• Department of Education and Skills Case Study
• HSE South-Eastern Region Case Study
• Galway University Hospitals Case Study
• Department of Justice and Law Reform Case Study