Support
Unblock, quickly.
« Three of us lost the morning because nobody could get the printer to work. »
What an ordinary fault costs
Lost time appears nowhere in the accounts.
Someone disturbs the one who knows
They do something else, they are paid for something else, and they end up spending a quarter of their time on problems that are not theirs.
The same problem comes back
With no record, it is solved from scratch every time. Nobody notices it is the third time this month.
Nobody knows where their request stands
They chase, they ask again, they duplicate it by phone. That is time lost on both sides.
How we answer
Someone answers you, and you know who.
A request arrives in writing and stays on record. You know who is handling it and where it stands. We do not use an anonymous queue where nobody is responsible for anything.
We talk to users without jargon. Someone who does not dare call because they are afraid of explaining it badly is a problem that lasts all day.
What it looks like
From a request to its resolution.
On arrival
The request is written down
You send it by email or from your own tool. It carries a number, an owner and a date. Nothing gets lost in a conversation.
Straight away
Triage
What stops a whole team comes before what annoys one person. You know which of the two you are.
Along the way
You can follow it
You see where the request stands without chasing. If we are waiting on something from you, we write it down.
Afterwards
The record stays
The problem and its fix are written down. The third occurrence is no longer a surprise: it becomes a cause to deal with.
What you are spared
What your teams will no longer do.
- Disturb the colleague who knows a bit about computers.
- Explain the same problem at every call.
- Chase to find out where a request stands.
- Wait a whole day for a password.
What we do not do.
- We do not promise round-the-clock presence: the hours are written in the contract, not implied.
- When hardware needs replacing, we say so instead of patching it every month.
Tell us what is blocking.
A machine, an account, a printer, a piece of software we did not write. Describe the situation and we will tell you how we take it on.
Contact us