Through our support portal you can instantly submit a ticket for assistance, a request for additional information or even a quotation.
The tickets go into a universal queue and are then assigned to the correct team and engineers who can assist. The system will provide you with email updates each step of the way to ensure you have complete visibility.
SA1 Solutions has multiple teams that specialise in different areas of IT, from our main helpdesk team to our server and software teams.
We have the skills and capabilities to help you in any situation. Here at SA1 we monitor our customers 24 hours a day, 7 days a week. This monitoring services allows us to prevent many IT situations before they occur.
Firstly, SA1's complete monitoring of your IT functionality, we believe in prevention is better the cure! If an issue does occur, then our first approach is to solve the issue remotely.
As soon as an issue arises, our customers can submit a ticket into our support portal providing SA1 with all the informing we need to solve the issue.
That ticket will then enter our SA1 Helpdesk team queue, this ticketing queue is monitoring continuously by all engineers and team leaders. The customer ticket will be assessed according to the urgency level and the skillset required and then assigned to the correct team. At every stage of the process, the customer will receive an email updating them on the progress of their ticket. Once assigned to a specific engineer, that engineer, and the customer can communicate directly on the ticket to ensure the problem is resolved quickly and efficiently.
If the situation cannot be resolved remotely, a site visit will be arranged as an engineer is available and at a time that is convenient for the customer.
SA1 can provide monthly reports to the customer, that give them full visibility, this report can include information on:
As well as many more! Our reports are tailored to suit each individual customers’ requirements, so you tell us what you want to see and when and we will do it!
Like the sound of our support? Great! Take a look at more information below on the types of support packages we provide and the services we provide. Or contact us today and we can speak to you directly about your requirements.
If you are already an SA1 Customer and are looking for some help you have come to the right place!
You can submit a ticket by logging into our support portal or simply email your issue to newticket@sa1solutions.com
