Customer Assistance:
We are here to help.

Access to SA1’s Support Portal.

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.

Internet data transmission via fibre optics concept
Think of us as your very own IT department, whatever you need, we are here to help.
SA1 aims to solve most of our support request remotely, to ensure that the situation is resolved as quickly as possible. If this isn’t possible a site visit is arranged at a convenient time and date for the customer.

Our business is making sure you can do yours

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.

CUSTOMER ASSISTANCE

So, what does our Support look like?

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.

Customers can submit a ticket by either logging into the support portal or emailing or call our support teams on 01792 439 087.
Full reporting can be provided to the customer, you can have tailored reports giving you full visibility of the tickets and requests that are being submitted to SA1.

Then what?

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:

  • How many tickets were submitted,
  • How many engineers’ hours were spent,
  • Urgency level of the tickets,
  • Average resolution time,
  • Outcome of tickets

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!

SERVER SOLUTIONS

How to become an SA1 Customer

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.

Are you are a SA1 customer? Email or log into our support portal to submit a ticket to our engineers today.

Already a customer? Need Assistance? No Problem!

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

SA1 Solutions have been extremely efficient with getting the new warehouse’s communications set-up to facilitate the transition to the new site and the consolidation of our operations in Swansea.

Matthew Harvey Group - Finance Director at Dr Organic