24x7 Helpdesk (Real Person)

All of Virtualisation Guru’s customers benefit from around the clock support via our 24/7 Helpdesks based on the “Follow the sun” concept. We offer a fully State of the art support and all calls are handled by our first level staff who try to resolve the majority of the calls. Those that require escalation are escalated to our second and  third line staff for resolution within agreed SAL’s (Service Level Agreement’s).

Virtualisation Guru’s support includes on-call service, with our highly trained and accredited technicians available for site visits, remote access and over the phone advice whenever a problem may arise.

As part of the initial agreement, we will organise a schedule of maintenance, providing a pro-active level of support designed to spot and remedy technical issues before they have a chance to intensify. We will also provide a Service Level Agreement that includes a guaranteed response time for dealing with on-call requests.

As a free service we also send out management reports on a monthly basis showing issues resolved and highlighting any trends that may require additional investigation. In some cases Virtualisation Guru’s are able to replicate issues to quickly identify failing components.

Real person means real person, at Virtualisation Guru’s we believe in a human answering your call and taking ownership through to final resolution of issue. We believe in 100% customer satisfaction.

To find out more about our maintenance and support requirements and how we can help please email info@virtualisation-gurus.com or simply call us on 00 44 (0) 1582419591 and we return your call.