Support Process

PAYG Remote IT Clients

We offer Remote IT Support services to everyone,  our PAYG (pay-as-you-go) service for ad-hoc support can be seen in the graphic to the right, it's a simple 5-step-process:

1. Submit your request: A support request is submitted via the Support website or Web-App. 

2. Scheduling: The issue is reviewed and prioritised based on the issue urgency and request type. Remote booking session time and access code resources are sent out.

3. Remote Access: RemoteRemote session is started and authorised by yourself. Investigation & troubleshooting are performed on the remote device/s.

4. Resolution: Issues raised are checked off and resolved or if further investigation is needed a session is scheduled for an appropriate time.

5. Results: Your device is performing better than or equal to two recent optimisations.  Further monitoring/recommendations may be advised.

This process is usually chosen by someone as a  Home & office user (family, emerging or small business) wanting to try out our services.

Managed Services Support (MSS) Clients

With a dedicated service client installed on the device your device's general maintenance issues will be reduced drastically.  A managed services client device has a remote access function built in and the process for remote access is faster to initiate. As MSS clients are priority clients your ticket will automatically have a higher service priority and you will be scheduled at the earliest possible convenience. For more details please see details here on the support site and here on our main site.