Support Services
Many IT departments often require additional support or consultancy services to assist with specific projects or even just with the day to day running of their systems, this can often be due to lack of internal resource, or simply in most cases, just a lack of time.
Krome offer a range of consultancy and support services tailored around each individual client’s requirements, we can provide you with consultants that will work with you in house to prepare for, or complete, a specific project, or we can provide a token based support offering allowing you to utilise our expertise as and when you require it.
Token Based Technical Support
Krome offer a token based support service which allows you to purchase a set amount of support time, payable monthly, quarterly or annually depending on the level required, you can then utilise your allocated time as and when required. As part of your support we will also offer you a regular site visit, either monthly or quarterly ,depending on your preference.
Token based support includes telephone support, online support, e-mail support and on-site assistance.
We offer several levels of support, including standard 9am-5.30pm Mon-Fri all the way through to 24x7x365.
Unlimited Support
Krome also offer “all inclusive” fixed cost support packages. These packages are tailored to the individual needs of the customer and priced accordingly for those organisations looking to fix the cost of their IT support, please call for more information.
Online Support Portal
All of our clients have access to the Krome secure online support portal. You can use the portal to log support tickets (incidents) and track the progress. All responses are made via the portal, and a copy of each correspondence is emailed to you.
When logging an incident ticket you can assign it with a response priority level, for example if you have a critical issue, causing you severe downtime, the ticket will be responded to immediately based upon your chosen ‘critical’ priority level.
When viewing your tickets, you can see the entire history, including all open and closed tickets. These are viewable at all times for you to track all of your support history. The ticket reference ID’s will also show on your monthly contract review or monthly invoice for pre-paid support, giving you full traceability of your service contract.
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laIf you would like to know more about our range of support and consultancy services, or would like an online demo of our support portal, please contact us today.
