CLIENT SUPPORT
CLIENT SUPPORT
Award-Winning, Expert Support for Our Clients
We take great pride in the quality of support we provide and are a previous winner of The Mail on Sunday Customer Focus Award for support services. Our aim is to build client relationships that will span many years, so expert ongoing support is a crucial component of success for us.
We provide clients with the confidence that comes from knowing they have a team of people behind them, ready to help whenever and wherever required.
Our support is provided via the Protech support desk and standard features include:
First-line telephone support and guidance via the support team
Second-line support from the consultancy or development team as appropriate
Fast-response support via remote diagnostic links
Interactive online support via the GoToMeeting web application
Online reporting, tracking and guidance in all support calls via the ProAssist web application
Prioritisation of all support calls with target response times provided
Regular support review meetings provided free of charge
Regular account management meetings provided
6 mins
Average response time for an urgent priority issue
11 mins
Average response time for a high priority issue
14 mins
Average response time for a medium priority issue
19 mins
Average response time for a low priority issue
