Our Support Services Team provides reactive, on-demand support for customer problems. Support activities range from helping individual users with minor problems in their computing environment to handling total server outages.

We use a triage based support system very similar in concept to that used by an emergency room. Incidents are triaged to determine the business impact on the customer and the most severe outages are handled first. We provide guidelines to our clients on how we triage support incidents and the information we need to make accurate prioritizations so that we can work together to provide the best possible support experience at a reasonable cost.

All incidents are tracked in our system so that we have an accurate history of the events at each customer site. This also helps identify patterns in support cases that are indicative of a more serious problem.