Our m|four services suite consists of four modular service elements that can be applied to all or any part of your business, flexing as your IT and communications requirements change.
Maintenance and Support is a baseline support service designed to provide fast recovery for unavoidable IT device failures and encompasses the support of both the hardware and software components. Based from two purpose built operations centres, service desk engineers undertake in-depth incident analysis and fault diagnosis as part of our first line support.
Using our own resources, backed up by vendor services where required, Imerja is able to meet a variety of “On site Response” and “Fix” service levels as demanded by its customers.
In addition the following optional “uplift” services may also be included:
- Remote Support - Imerja provides remote telephone assistance to assist with troubleshooting faults. Where available, Imerja will use agreed remote access facilities to log on to the supported environment
- OnsiteTechnical Support - Imerja provides onsite engineering assistance to assist with troubleshooting faults and service restoration.
- Vendor-backed Support – if you have purchased, or are entitled to, vendor provided Technical Assistance (TAC) then Imerja can manage this service on your behalf.
Each Maintenance call is logged, prioritised and managed by Imerja. Throughout the process Imerja strives hard to ensure that customers are kept well informed with progress and call status.
For complex operational issues, fully skilled and experienced second and third line technical support is delivered by in-house specialist engineers. Monthly incident reporting is also provided to ensure you are fully informed of all events and resolutions.