SupportServices

Service Desk

Service Desk - Basic Support

All products and services provided by Link2ICT have a basic level of support included through the Link2ICT Support Portal. The Link2ICT Support Portal offers online access to log incidents to check service availability and view knowledge base support articles for all subscribed products and services.This basic level of support is for customers that have onsite technical support teams and do not require our telephone support, remote support or in-depth troubleshooting/diagnostics of site specific issues. 

 

ServiceDesk

 

Service Desk – Business and Technical Support

Business and Technical Support is our standard support option for all your subscribed products and services. Customers subscribing to Business and Technical Support will receive support by telephone, email, remote support and via the instant chat facility on the Link2ICT portal. Subscription to Business and Technical Support also gives access to the knowledge base and free entry to all Link2ICT conferences and events. This standard level of support is perfect for customers that require telephone and remote support for day to day business and technical support issues.

Link2ICT Business and Technical Support – services include:

Service Desk - A central point of contact for support, guidance and service requests. Providing both online, telephone, remote and email support for first level resolution and fixes for each of your services, along with root cause analysis to reduce future incidents. All incoming calls are targeted against the approved Service Level Agreement (SLA). 

Knowledge base - To complement the Service Desk, the knowledge base provides online information for common errors and self-fixes 24/7. Customers often find this a fast and easy way to solve a range of common problems.

Instant Chat - An additional feature to the knowledge base is the Instant Chat facility. This allows online communication with service desk staff for instant assistance. Useful if you are online but unable to speak directly to the Service Desk. 

Remote Support - Accessed by a direct connection to your network to provide side-by-side support of your systems. 

Access to Information - Link2ICT enables and promotes access to ICT information, expertise and networking opportunities. Subscription to Business and Technical Support provides free access for attendance to our customer-focused forums, seminars, conferences, and professional speakers. This also includes frequent technology, education and safeguarding updates and guidance via e-Briefing, Newsletters, Twitter and the Link2ICT website.