Support

“A Range of Services Providing Assistance with Technology Products”

 
Developed over two decades of providing support to all customers regardless of size and solution complexity, our support services are entirely customer focused and work to improve our Clients efficiencies, generate an ongoing positive ROI, and enhance end user satisfaction and productivity.
In brief, ITL Technologies provides our clients:
 

• The deepest and broadest technical skills of any independent vendor in the New Zealand market
• Ongoing investment in support management tools to ensure we deliver to our service promise
• Industry best practice processes and frameworks ensuring we deliver support effectively and efficiently
• Unparalleled breadth of service level agreement options

 
Single Point of Contact Service Desk
Our 24x7 Service Desk acts as a single point of contact, logging and tracking all incidents as well as overseeing contract management and customer reviews.
 
Incident Ownership
ITL Technologies maintains full ownership of an incident until it is closed. To ensure that all incidents are answered in a correct manner, incident escalation procedures and product training are carefully defined. ITL Technologies constantly monitors open incidents to ensure that they are closed in a timely manner.
 
Service Delivery Excellence
The rapid advancement of technology means continuous improvement is a key priority for ITL Technologies. Through our proven engagement process, we apply best practices to provide a support program that meets our Clients requirements today, and is continuously enhanced for the future. ITL Technologies constantly reviews critical success elements in each of our support areas to ensure customer satisfaction.