Services Levels

SWIFT IT provide a four level IT Infrastructure support service tailored to your requirements.
Our Telephone Support Service is designed to give you the flexibility knowing that seeking advice on a network problem is only a phone call away… Benefit from the following support services:-
• A skilled telephone support team.
• Flexibility to purchase telephone support calls in quantities to match your needs.

Our Bronze next day business support service provides all the essential cover that many business will need.
• All travel, onsite technician time (during the contracted hours)
• Technical phone support throughout the business day 9:00am to 5.00pm local time (excluding recognised holidays)
• Assurance that trained field engineers are available to perform corrective maintenance normally within 4 hours.
•Proactive maintenance (Crucial systems monitored on a scheduled basis to reduce the risk of system failure).
• Secure Remote Access to perform maintenance and support tasks efficiently.

Our Silver (8x5x4 – 8 hours a day x 5 days a week with a 4 hour response time) Service provides a little bit extra with onsite support for businesses that require a same day support service.
• All travel, onsite technician time (during contracted hours)
• Technical phone support throughout the business day 8:00am to 5.00pm local time (excluding recognised country holidays)
• Business Day availability, 8:00 AM to 5:00 PM local time
• Assurance that trained field engineers are available to perform corrective maintenance normally within 4 hours.
• Escalation procedures to ensure total response by our support organisations
• Priority dispatch and response time over requests from non-contract callers
• Proactive maintenance (Crucial systems monitored on a scheduled basis to reduce the risk of system failure).
• Secure Remote Access to perform maintenance and support tasks efficiently.

Our Gold (24x7x4) Service provides you with the total confidence allowing you to concentrate on your business.
• On-site service 7 days a week, 24 hours a day
• Priority technical phone support 7 days a week, 24 hours a day with a 30 minute average call back
• Quarterly service reports/management review conference calls
Proactive maintenance (Crucial systems monitored on a scheduled basis to reduce the risk of system failure).
• Secure Remote Access to perform maintenance and support tasks efficiently.