Our After-Sales Support service involves our five support teams. These are: Quick Fix, First Line Support, Second Line Support, Third Line Support, and Field Service. Our Quick Fix team is designed to try to resolve the incident on the first call with issues such as new user accounts and minor PC issues. The First Line team resolve more than 70% of our incidents, and work based on incident priority and SLA. If incidents require more investigation or a resolution has not been found, they are passed to Second Line Support. We also have a set of incident categories that automatically escalate to this team.
Our final level of support is the Field Service team. These engineers carry out further troubleshooting and replace equipment if necessary.