Support

​Citric run a helpdesk service for the IT departments/personnel of clients requiring specialist 3rd and 4th line support. We don’t provide end-user support, which is usually handled within the clients own support facilities. This enables us to offer direct access to technical specialists, faster resolution times, and escalation to Microsoft’s own technical support teams if required. Our helpdesk skills include SQL, SharePoint, Exchange, DotNet, IIS, Office applications, infrastructure servers, Small Business Servers and networking.

Support requests are currently managed through a web-enabled support site based on the Microsoft SharePoint platform, which allows clients to submit and track progress of support issues using simple web forms. The support site will soon be migrated to the Microsoft System Centre Service Manager platform, which allows us to integrate with monitoring and control systems, and deliver enhanced reporting to our clients on their support usage.

For small business support, we also offer intelligent support based using the new Windows Intune service - which includes pro-active monitoring, Anti Virus and a Windows 7 licence.  

We can arrange support contracts along different models, depending on the client’s requirements:

• Pay per incident: 

• No monthly fee
• Higher hourly/daily rate
• No limits on number of support calls
• SLA is best efforts only – contract customers have priority

• Retained (fixed monthly fee + pay per incident)

• Low monthly fee
• Preferential rates
• No limits on number of support calls
• SLA guarantees response times

• Fixed Price 

• Monthly fee dependent on services supported and number of contracted hours
• Covers a fixed amount of support hours per month
• Proportion of any unused hours can be carried over
• Usage above agreed level charged at higher rate
• SLA guarantees response times with regular service reviews
• Priority customers

• Business Critical

• High monthly retainer OR 
• High pay per incident rate
• Business critical support only (service down)
• Guaranteed response time (usually same or next business day, depending on location)
• Highest priority