We understand the importance of timely issue resolution. Our remote IT support team is available except typically late hours SG time (UTC time 4pm ~ 10pm).
We can make exceptions if you are on a contract and will maintain a regular schedule to serve your needs.
Outside of these timing, we guarantee the following response times:
- Critical issues: 15-minute response time, with a goal of resolving within 1 hour
- High-priority issues: 30-minute response time, with a goal of resolving within 2 hours
- Standard issues: 1-hour response time, with a goal of resolving within 4 hours
Our team uses advanced tools and techniques to quickly diagnose and resolve issues. We also have an escalation process in place to ensure that complex issues receive prompt attention from senior technicians.
For prolong issues, we are able to offer:
- Real-time updates and communication throughout the support process (Whatsapp, email or phone calls)
- Regular status reports and issue resolution summaries
- Proactive monitoring to prevent issues from occurring in the first place
We're committed to providing faster resolution, simpler process, and ease of communication on our IT services to minimize downtime and keep your business running smoothly.
