3rd Level Support
Our 3rd Level engineering team is focussed on resolving complex infrastructure issues that go beyond the ‘day-to-day’ problems and need a deeper level of technical understanding and expertise to resolve.
Working alongside your technical team we take full ownership of the technical issues, escalate to vendors, and provide a root cause analysis for all issues we fix.
Our 3rd Level Support service allows you to engage with highly experienced and vendor certified technical team when needed and enable you to focus on the higher value tasks to drive the business and manage change.
Ready to take the next step?
Your IT team is extended with our expertise. In cases where escalation is required, the process is transparent for you. We maintain ownership of the case lifecycle.
• Single point of contact and ownership – TAM manager retains the ownership at all stages of the lifecycle of the incident
• Flexible timetable
• Flexible levels
• Remote Monitoring only – regular reports and ticket raising
• Reactive Support (no monitoring) – ticket handling
• Proactive Support (monitoring) – includes Problem Management
• Direct communication with experienced, qualified technical support engineers
• Take advantage of the relationships Sidney Group has built up with our partners
• Automated ticket logging requires Remote Monitoring – Optional