We're here 24/7, ready to respond to your critical requests.
We provide world-class monitoring, management and helpdesk, wrapped in a 1-hour response time guarantee as part of the UCONNECT Complete Service Level Agreement (SLA).
We want you to know that you will never be without someone to call, no matter what time of day it is. We triage alerts and tickets submitted around the clock, even on holidays, that way if you need immediate assistance with something important, we are always here to help.
1 hour / 1 hour
All users unable to work.
1 hour / 4 hours
1 user unable to work or all users greatly inconvenienced.
1 hour / 8 hours
1 user unable to perform a single function or experiencing inconvenience.
1 hour / Next business day
General question, inquiry or problem that does not affect any user’s ability to work.
Our team triages all tickets, alerts, or requests submitted to our system within one hour during business hours.
You will receive an acknowledgement email letting you know when your ticket has hit our system, when it has been triaged and assigned to the appropriate technician, and you will be periodically contacted during the engagement process until a satisfactory completion can be reached.
The same process as during-hours tickets, but the level of response will be based on the ticket's priority or severity.
All tickets, alerts, or requests are triaged and assigned a perceived priority. All submissions are reviewed by a human and taken care of appropriately. Anything deemed critical or high will get an on-call technician assigned immediately, and anything standard or request will be responded to in the appropriate manner and either actioned on the next business day, or within a few hours. Please take a look at the SLA Matrix above for details.
Our staff are dedicated to triaging tickets and assigning the appropriate technician, or the on-call technician at the time of submission. This process is a constant feedback loop as we regularly review the types of tickets we receive, to make sure they are being classified correctly, as well as review them with our customers to see if there are any improvements that can be made.
The customer also has the ability to set the priority when submitting a ticket through our IT Client Portal. If a ticket is submitted via Email to [email protected], it will automatically be assigned a Standard Priority until it is reviewed by a human. If your request is urgent, please call us directly at (904) 930-4261 - 24/7
The final way a ticket can automatically receive a priority, is from an alert source. If we receive an alert from an Anti-Virus solution for example, these tickets will automatically be triaged as Critical or High. Other alert sources may be at different priorities, and we work hard to ensure we classify priorities correctly in our automation.
Think of unlimited remote support helpdesk as a solution to any routine IT tasks, advice, tickets, and responsibilities that would typically be handled by an IT department on a day-to-day basis for your employees.
Any new computer & server setups, cloud migrations, large server projects that require planning and downtime, or major after-hours work like upgrading a line-of-business application or Database such as Sage, Quickbooks or SQL based apps, cannot be included as part of the helpdesk. Tasks like these require expertise and dedicated, consecutive hours of planning and execution. Anything that needs to be done with an engineer onsite is also separate from the unlimited support helpdesk agreement and will be charged at the UCONNECT Onsite labor rate, after the free monthly hour is used.
Depending on the Service Level Tier chosen, each organization is entitled to at least 1 hour of free (non-helpdesk) labor from us. These free hours can be used towards projects, onsite troubleshooting, or anything else not covered by the Unlimited Helpdesk.
The free monthly hour can be used for anything you’d like! It does not roll over to the next month, but it can be used for anything such as remote projects, onsite visits or in-person meetings.
The purpose of the free hour is so that we don't have to worry about getting a quote approval in case we need to come onsite to troubleshoot something. This saves us the time and trouble, doesn't bog you down with yet another quote to approve, and makes sure the issues get solved.
Email: [email protected]
Sales: 904-930-4261
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