Service level Agreements

We know it is important to our customers that they know exactly who is going to resolve their issue and how quickly.

When logging a support request with Total Group you can use one of our flexible methods (Website, email or telephone). Our Helpdesk will require company information from you and information about the issue you are experiencing. An engineer will then be able to assess the issue and assign it a severity.

Calls logged in this way can then be assigned the most appropriate engineer and handled based upon the severity of the issue and your support contract terms.

As a guideline: - Major issues are generally determined to be those that affect the ability to continue business or those that are affecting several users. Standard issues are those that are affecting between one and five users and their ability to carry out their work. Low severity are generally 'niggles' or intermittent annoyances experienced by users.

Your Support package can include an agreed 'SLA' with guaranteed response times that meet your requirements and expectations.

Our Top level response times can offer a one hour response, 4 hour onsite, with 24/7 cover.

Calls logged outside a support package are handled on a time and availability basis.