Service Desk

Service DeskREACT’s friendly service team is here to help with your technical queries using the latest secure remote access technologies and remote management tools to ensure minimal interruption with an accurate analysis.

At REACT, our aim is to prioritise all our customers’ problems, we take this information and categorise the problem to affect the appropriate response using the following prioritisation criteria:

Priority 1 – Critical A problem, which has been verified through the formal support channels as a service affecting problem causing high functionality to be inoperative and therefore affects normal business operations and for which there is no acceptable work-around.

Priority 2 – High A problem, which has been verified through the formal support channels as a service-affecting problem causing major functionality to be inoperative and therefore affects normal business operations during the normal working day and for which there is an acceptable work-around.

Priority 3 – Medium A problem, which has been verified through the formal support channels as causing particular features or functionality to be inoperative but does not affect normal business operations during the normal working day. There is no acceptable work-around.

Priority 4 – Low Queries relate to diagnostic, capability, performance and configuration issues.

Our team is structured to achieve first time fixes for first line support, backed by technical and customer services training backed by our senior technical team if required.

Please contact our team to find out how our ServiceDesk can help you.

 

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