Infrastructure Support

Our infrastructure support services provide a fast, efficient and effective support portal for customer ICT related faults, queries and requests. We resolve faults as effectively as possible while minimising user disruption and providing feedback . Our support services operate to industry best practice and provide a measurable high quality of service with defined SLAs.

What our customers have to say about our support services :

“I work with the onsite service team on a daily basis and to date I have NEVER had an issue with their support, knowledge or lovely manners. They have saved my bacon many a time and without them onsite I would be dealing with disgruntled employees daily. They are a true asset to our company!”

“All of the Fordway staff are very efficient in every aspect of their work. A pleasure to work with and always friendly.”

Our support services include:

  • a single point of contact for all users to a centralised Service Desk with technical first line response
  • second and third line resolution
  • remote support
  • on site support (on customers site)
  • equipment replacement
  • 24 hour support for critical equipment
  • liaison with third party manufacturers
  • user administration for access to IT resources
  • planned upgrades
  • application support.

Customers can choose from the following services:

  • service desk – core hours or 24 hour support
  • hardware maintenance – core hours or 24 hour support
  • system monitoring and reporting 24 x 7
  • ad hoc support using the Fordway Skills Bank.

If you’d like to find out more about Fordway’s support services, please contact us.

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