Technical Support
- Provide remote Help Desk support 7 days per week for end-users with a 30min return of phone call Service Level Agreement.
- Provide after hours emergency support with a 1 hour return of phone call Service Level Agreement.
- Liaise with the individual end-user to determine if it is a hardware issue or otherwise.
- If it is determined to be an issue requiring onsite support, organise an on-site engineer as required.
- Onsite support can be provided nationally.
- Continually update the end-user and incidents as required.
- Close incidents.
- Provide detailed service call reports on a monthly basis.
Proactive Support and Maintenance
- We tailor an ongoing monthly maintenance program for your network.
- The support and maintenance program encompasses pro-active, preventative management services together with health checks and any troubleshooting your network may require.
- It also provides significant cost savings.
- IT support to local business and as with existing clientele, National support.
- All support is completed by Microsoft Certified Engineers.
- We provide a 7 day per week “Help Desk” virtual technical office support.
- Our Help Desk is always there to discuss your IT issue. If possible, we will assist you via telephone and remote support however, if your problem is more complex and requires a visit to your premises; we are pleased to organise one of our engineers to attend your site to resolve the issue.
- Soma will ensure all hardware and software systems supplied and installed by our technical engineers perform flawlessly.
- We will evaluate every critical element of your hardware and software plus perform on-going check-ups and reports to assure you of the highest level of system performance possible.
- Any and all patches or upgrades will be made immediately available; as well as any and all future enhancements will be automatically performed. Automatically scheduled monitoring and updates continue for the life or our Customer Service Contract.
- Soma also has third party partnership support agreements with third party companies such as IBM, Microsoft, HP and many others ensuring we can resolve any issues in a timely and efficient manner.