You speak to a genuine Kiwi service desk
There's nothing virtual about our service desk. It's fair-dinkum kiwi, and one of us!
We might specialise in the delivery of cloud based I.T services but we have our own dedicated service desk within the I.T team for supporting the everyday I.T needs of our clients and their business.
Our service desk personnel are qualified I.T support provider's - able to provide on the spot support for all of our client's I.T questions and any issues that they require help with.
Our team have the ability to access our client's network and desktop computers without leaving their desk and can navigate the client through a situation until it is resolved and it is business as usual once again.
On-line Chat Support
Try out our on-line chat facility. This service is available during normal business hours and allows you to communicate directly with one of our service desk personnel in a friendly 'instant-messaging' environment.
We're also on Facebook and Twitter if you want to connect with our service team that way.
If you have signed up to the I.T team's EASY Managed Services then you will have login access to your own account. From there you can raise new service requests, check on the progress of existing service requests and check out a whole lot of other things to do with the health and well-being of your network.
0800 Number and Email
Service Level Agreement (SLA)
Most of our services come with a Service Level Agreement as a standard feature of the service. If they don't then an SLA can easily be added to the service. And for businesses requiring 24/7/365 uptime we can provide round the clock support as well.
The I.T teams SLA includes a priority classification system for all incidents notified to the service desk. The terms of the SLA include strictly monitored service standards in relation to each classification. The standards measure key service delivery activities, including response time, communication frequency, resolution time and escalation protocols.
All incidents notified to our service desk are assessed with the Client and logged in the I.T. team's Service Desk Management system.
Where possible the incident will be resolved at that initial point of contact. If the issue is unable to be resolved it will be assigned an SLA priority rating and actioned accordingly.
The Client will be sent an automatically generated email confirming the notification of the incident. The email will also provide an incident reference number for service monitoring purposes.
Once the incident has been actioned, tested and formally resolved directly with the Client the I.T. team will email the Client advising that the incident has been resolved and is now closed.
The incident record will remain in the I.T. team's Service Desk Management system should it need to be referred to in the future
Clients subscribing to our EASY Managed Service Stretch plan benefit from our special hourly rate for service provided under the terms of the plan.
All remote support provided by our service desk is captured in 15 minute increments and all onsite support provided by our technical team is captured in 30 minute increments.
We believe the I.T team's service delivery model is tune with the needs of our clients and is comprehensive, measurable and great value.