New Service Offering

Friday, November 11, 2011

We will shortly be launching changes and improvements to the way in which we deal with service and support.

For networks and infrastructure we will be offering an improved support package.  In IT industry terms we will be moving from what is known as 'break-fix' to 'managed service'. 

This involves installing software agents on your server and other key IT hardware.  These agents monitor a wide range of parameters and performance indicators and should they detect any issues will automatically notify us with alerts.  This will allow us to remedy problems more quickly and efficiently. 

The outcome of this proactive approach is that your systems have more 'uptime' and fewer IT related disturbances to business.

We are also changing the system by which we record, monitor and manage jobs and support incidents.  This will allow us to improve our service to you. 

For example the 'managed service' software above can automatically raise a ticket if an issue needs attention.  Workflow triggers an alert if we have not responded to an incident in the appropriate time frame. 

Once this system is up and running we will be able to deploy a customer portal where you will be able to log a support request, query the status of a current incident and look at previous support issues.

If you are interested in this new service please contact us on 0141 248 5750 or support@talonsys.co.uk.