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To make certain we consistently deliver exceptional customer service, we must also deliver against Service Level Agreements (SLAs) and achieve Key Performance Indicators (KPIs) set out within your IT Support contract.
Our commitment to IT services excellence helps your business operate smoothly, efficiently and securely.
Service Level Agreements (SLAs) are formal contracts between ITRM and your business, outlining specific services we provide and most importantly, the standards we adhere to.
Service Level Agreements (SLAs) are critical in setting clear expectations and ensuring ITRM’s accountability to provide our clients with a consistent high-quality level of service.
The below outlines what is typically included within our Service Level Agreements (SLAs):
A detailed outline of the IT services and IT solutions we provide.
Clear metrics and benchmarks for service delivery, including response times and resolution times.
Guaranteed levels of system uptime and availability – ensuring your business operations are uninterrupted.
Procedures for reporting and logging IT incidents to our IT Support Helpdesk, including our ticketing and priority incident system.
Clearly defined steps for escalating unresolved issues to higher levels of support within ITRM.
Regular performance reports to track service delivery against agreed standards.
If you are unsure about some of these cyber security solutions and what they secure within your business, contact our team for help and advice.
Key Performance Indicators (KPIs) are another essential agreed metric we use to measure and consistently improve our service delivery.
We track a range of Key Performance Indicators (KPIs) to make sure we meet our contractual Service Level Agreements (SLAs) and in turn, provide our clients with the highest standard of managed IT Support.
The below outlines what is typically measured within our Key Performance Indicators (KPIs):
The average time it takes for our support team to respond to your initial request. This will always be within the agreed response time set out in the Service Level Agreement, for example within four hours.
The time it takes to resolve your IT issues and support tickets completely.
The number of issues resolved within the first instance and initial contact you have with our IT Support Helpdesk.
Feedback scores from our clients off the back of Ticket Level Surveys (TLS), reflecting satisfaction with our services and IT Support provided.
The percentage of time your network is operational and available.
The number of IT incidents reported and resolved within a specific timeframe. This can also provide valuable insight into your IT infrastructure and potential areas for improvement or upgrade.
Achieving and exceeding KPIs is our goal. This requires a proactive and systematic approach, and this is how our IT Support team ensures top performance:
We use advanced monitoring tools to track your IT systems in real-time, identifying and resolving any potential issues before they arise or impact on your operations.
We are proud of our team and the qualifications they hold. Our IT Support Helpdesk undergoes continuous training to stay up to date with the latest technologies and best practices. We are proud to be a Microsoft Solutions Partner and hold a variety of accreditations, including working towards ITIL standards.
We actively seek client feedback to consistently deliver a high-quality service that meets your expectations. Our team measures and acts upon feedback to refine our services and address any areas for improvement.
Scheduled maintenance and updates ensure your systems remain efficient and secure.
Regular performance reports keep you informed about our delivery of IT Support Services.