What is an IT Support Service
Posted: Thu Jan 23, 2025 4:49 am
In the business world, technology is part of the engine that drives growth and operational efficiency. However, understanding and managing it can be a challenge, especially for small businesses that do not have an internal IT team. It is in this scenario that IT Support providers stand out as essential allies.
An IT Support service is a set ofsolutions and assistance provided by technology experts to ensure optimal operation of a company's IT systems.These services range from monitoring and troubleshooting to updating and protecting systems.
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IT Support
Services provided by IT support providers for companies:
Hardware and software installation, configuration and updating
Network monitoring and management
Server Administration
Setting up and managing WIFI connections
Data Backup and Restore
Administration of IP telephony (VoIP) exchanges
Creating and setting up staff accounts
Managing email accounts
Remote assistance
Provision and repair of equipment and supplies
Managing complaints with other service providers, for example: your ISP
How service conditions are set and what is the SLA (Service Level Agreement)
A Service Level Agreement (SLA) is a contract that establishes the quality of service that an IT Support provider must meet. It includes commitments such as response times, availability and quality of service. By establishing an SLA, clear expectations are created for both parties, ensuring transparency and trust in the client-provider relationship.
Priority Levels
When you or any member of your company contacts your supplier to request help, this request is analyzed and categorized under a certain priority level.
As a customer, it is important for you to understand that not all requests will have the same resolution time, because not all problems are of the same severity. Priority levels can be divided into:
Criticism:When the problem affects your entire organization, preventing it from operating. For example, email doesn't work or you can't connect to Wi-Fi.
High:When a user has a problem that prevents him from performing his functions.
Average:When the problem needs to be solved but does not hinder the workflow.
Request:When it is a task that needs to be resolved but not due to an error, for example the addition of a new collaborator to the team who needs to have their access to the system configured.
Priority levels tell us what the resolution time should be:
Each provider establishes in its SLA the resolution time associated with the priority level of a problem.
This is the time needed to identify the cause, solve it and fully restore the service to normal operation. It is the period from when the problem is registered until the solution is implemented and the incident is corrected.
Example: if the resolution time for high priority problems is 1 business day, it means that the support team has one business day to investigate the problem, find a solution and ensure that the user can continue performing their functions.
An IT Support service is a set ofsolutions and assistance provided by technology experts to ensure optimal operation of a company's IT systems.These services range from monitoring and troubleshooting to updating and protecting systems.
Google Workspace Referral Link
Try it for free for 14 days.
And enjoy an exclusive discount by requesting a promotional code.
10% Discount
For the first year of the Google Workspace nigeria whatsapp resource Business Starter plan or the Google Workspace Business Standard plan
Name
Comment
Send
What is Google Workspace?
IT Support
Services provided by IT support providers for companies:
Hardware and software installation, configuration and updating
Network monitoring and management
Server Administration
Setting up and managing WIFI connections
Data Backup and Restore
Administration of IP telephony (VoIP) exchanges
Creating and setting up staff accounts
Managing email accounts
Remote assistance
Provision and repair of equipment and supplies
Managing complaints with other service providers, for example: your ISP
How service conditions are set and what is the SLA (Service Level Agreement)
A Service Level Agreement (SLA) is a contract that establishes the quality of service that an IT Support provider must meet. It includes commitments such as response times, availability and quality of service. By establishing an SLA, clear expectations are created for both parties, ensuring transparency and trust in the client-provider relationship.
Priority Levels
When you or any member of your company contacts your supplier to request help, this request is analyzed and categorized under a certain priority level.
As a customer, it is important for you to understand that not all requests will have the same resolution time, because not all problems are of the same severity. Priority levels can be divided into:
Criticism:When the problem affects your entire organization, preventing it from operating. For example, email doesn't work or you can't connect to Wi-Fi.
High:When a user has a problem that prevents him from performing his functions.
Average:When the problem needs to be solved but does not hinder the workflow.
Request:When it is a task that needs to be resolved but not due to an error, for example the addition of a new collaborator to the team who needs to have their access to the system configured.
Priority levels tell us what the resolution time should be:
Each provider establishes in its SLA the resolution time associated with the priority level of a problem.
This is the time needed to identify the cause, solve it and fully restore the service to normal operation. It is the period from when the problem is registered until the solution is implemented and the incident is corrected.
Example: if the resolution time for high priority problems is 1 business day, it means that the support team has one business day to investigate the problem, find a solution and ensure that the user can continue performing their functions.