IT Support Services

What we do

36-400 IT Solutions offers unparalleled expertise in IT Support Services:

  • 1,000+ End users supported
  • 100+ Servers managed and supported
  • 15+ years of servicing satisfied repeat customers

Outsourcing IT Support Services

IT outsourcing is the transfer of the responsibility for managing part or all of an organisation’s IT needs to an external service provider.  The service provider provides these IT services, typically against a Service Level Agreement (an SLA) which will incorporate fixed or managed monthly expenditure.
Value proposition:
IT outsourcing provides significant business benefits, by reducing IT costs through efficiencies and economies of scale on the part of the service provider.

36-400 IT Solutions can facilitate specialised system administration of IBM iSeries, Microsoft Windows Server and private Cloud servers, infrastructure upgrades, security and disaster recovery planning. 
36-400 IT Solutions can also deliver support for selected Enterprise Resource Planning (ERP) software including: GABS, MOVEX and IMAS.

Support Service Levels

36-400 IT Solutions delivers Level 1 through Level 4 help desk services ensuring your Company keeps operating profitably.

Support Service Coverage

Support service coverage can be provided on site or via remote access subject to your needs.
At 36-400 we have real people answering the phones, no menus or prompts, just good old fashioned human contact.

Managed Support Services

Managed Support Services means well-defined services on an ongoing basis, with well-defined "response and resolution times" for a fixed monthly fee.  
This can include 24/7 Monitoring of Servers, 24/7 Help Desk for your daily computer issues and On-site visits by a technician when issues cannot be resolved remotely.  
Additional services like Project Management and Vendor management available in the monthly fee.
Structured service levels:
Level 1 – Help Desk for basic user problems
Level 2 – Administration/Technical issues
Level 3 – Advanced troubleshooting resolution
Level 4 – Escalation to hardware and software vendors

Level 1

This is the initial support level responsible for basic customer issues. It is synonymous with first-line support or “Service Desk” support and various other headings denoting basic level technical support functions.  The first job of a Level 1 specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and determining the underlying problem.  When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem."

This level should gather as much information as possible from the end user. The information could be computer system name, screen name or report name, error or warning message displayed on the screen, any logs files, screen shots, any data used by the end user or any sequence of steps used by the end user, etc. This information needs to be recorded into the issue tracking or issue logging system. This information is useful to analyze the symptoms to define the problem or issue.

Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool."  This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues.  Nevertheless, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.

As an example, most ISPs only offer level 1 support.

Level 2

This is a more in-depth technical support level than Level 1 and therefore costs more as the technicians are more experienced and knowledgeable on a particular product or service.  It is synonymous with level 2 support, or administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods.  Technicians in this realm of knowledge are responsible for assisting Level 1 personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.   However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Level 1 technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage his or her time.

This team needs to collect information such as program name that is failed or application name or any database related details (table name, view name, package name, etc.) or API names. These details are useful for Level 3.

If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the Level 3 technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians. This may include, but is not limited to onsite installations or replacements of various hardware components, software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.

Level 3

This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with back-end support, and various other headings denoting expert level troubleshooting and analysis methods.  These individuals are experts in their fields and are responsible for not only assisting both Level 1 and Level 2 personnel, but with the research and development of solutions to new or unknown issues.  Note that Level 3 technicians have the same responsibility as Level 2 technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized.   If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Level 1 and/or Level 2 technicians simply failed to discover the proper solution. Upon encountering new problems, however, Level 3 personnel must first determine whether or not to solve the problem and may require the customer’s contact information so that the technician can have adequate time to troubleshoot the issue and find a solution.

This team can analyze the code and data using information from Level 1 and Level 2.

In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem.  Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.

Level 4

Escalation point beyond the organization and is generally a hardware or software vendor.  Within a corporate incident management system it is important to continue to track incidents even when they are being actioned by a vendor and the Service Level Agreement (SLA) may have specific provision for this.  Within a manufacturing organization, the fourth level might also represent Research & Development.

Call Out

Technical support also known as "Break-Fix" IT Support. The customer pays for the materials (Hard Drive, Memory, Computer, Digital Devices etc.) as well as pays the technician based on a pre-negotiated rate on-site when they have a problem.

IT Support Service Fees

IT Support Service Fees are structured and subject to the requirements of the customer.
Contact 36-400 IT Solutions to discuss your specific needs.