ICT Managed Support Services

Datatech offers a range of advisory and ICT support services catered for each client’s specific requirements. We can provide you with support engineers that will work with you to design and or turnkey deliver specific solution. We can also provide an a la carte based support offering allowing you to source our expertise as and when you require it.

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Block Hour Support Pre-Paid

Datatech offer a pre purchased block hours support packages. which allows you to pre purchase a set amount of support time. You call upon your allocated purchased hours as and when needed. As part of our support offering, we will also provide a regular site visit, either daily, weekly, monthly or quarterly, depending on your preference. Purchasing your support in blocks in advance will reduce your hourly rate charge. Datatech will, he same as with the post-paid support service, provide a monthly report on support used. When you drop to 2 hours or below remaining in support, our team will contact you with the option to pre-buy another blocks of support time to retain your discount.

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Service Level Agreement

Datatech also offer “all inclusive” fixed cost technical support packages. These packages are tailored to the individual support needs of the customer and priced accordingly for those organizations looking to fix the cost of their technical support.
Before we offer any fixed time agreement and thorough network assessment must be done to determine what the current state your organization ICT systems are. This will be mapped and evaluated. Based on these findings we will issue recommendations on how to proceed forward.

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Break-Fix Support

If you need incidental support services and do not have a support agreement in place with Datatech our helpdesk can still provide your organization assistance. This will be conducted on a “try outmost” basis, whereby we will attempt to resolve any issues you have as quickly as possible, once a call is logged with our technical support helpdesk. Charges are subject to a minimum of 1 hours for call-out to site or billed in 15 minute minimum increments when you call our helpdesk for remote support.

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Support Helpdesk

Our Technical Support Helpdesk is staffed between 8:00am – 5:30pm standard working days. Our support engineers will together with you determine the urgency of your support call and will schedule and support delivery instance in accordance with your agreement with Datatech and or the importance urgency needed for your business process. Datatech uses a remote monitoring and support platform which enables our support team to remotely access, manage and monitor your network and systems. Immediate support can be provided remotely on more than 80% of the support request calls ensuring that the customer is provided immediate support by our experienced team.This makes the support call time less and more efficient and cost effective for the customer. By resolving most problems without the need for site visits, we can fix problems rapidly; from the moment the client logs a call with our support team.

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Online Ticketing Portal

We can provide customers access to the Datatech web helpdesk portal. In this portal you can review tickets and track the progress of the support request from the support call, progress report, resolution, hours worked.
When revise your ticket history you can review the status off all open and closed tickets. You super user will be able to create reports queries of all incidents created by you, Datatech or directly by end users.

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Let's Talk!

If you would like more detailed information about the tailored service package we can offer or would like a demo of our RMM support portal and ticketing system, please contact us or complete the below form and a member of the Datatech team will be in contact.

CONTACT FORM HERE

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ICT Managed Support Services

Block Hour Support Pre-Paid

Service Level Agreement

Break-Fix Support

Support Helpdesk

Online Ticketing Portal

Let's Talk!

CONTACT FORM HERE

OR CALL US

+5999-7367475