PHICS-IT Support Pledge

Our Support Pledge is to provide your business with the best level of response, expertise and overall service and experience. Below are the core values that our Support Service Desk adhere to on a daily basis: 

1. Provide Rapid Response

We will answer your call within 30 seconds or less, and if you email we will respond to you within 1 hour. 

2. Resolve your issue as quickly and efficiently as possible

If your Support issue cannot be resolved within 1 hour, it will be submitted for escalation to a more senior Technician. Ensuring that the outstanding incident is resolved as quickly and as efficiently as possible.

3. Proactively Monitor your Network and Systems

We will monitor your system each day and resolving alerts as a high priority. We don't just sit back and wait for things to break.

4. Fully Monitor and Managed Backups

Our goal is to ensure that the backups complete successfully everyday, and we target ourselves to ensure that backups do not fail 3 days in a row, and that in the last 7 days there are at least 3 successful backups. 

5. Make sure you're happy an issue is resolved

Your Support request will be owned by a single Technician from beginning to end. We never close a support incident unless it is resolved or we've agreed on a satisfactory conclusion

6. Be thorough

If we can see any improvements or enhancements that will improve your network and systems we will be always considering how best to make your network, servers and systems as robust as possible.