nCLOUDr service desks are one of the most important components of the IT solution for any business and is critical to any managed service offering. nCLOUDr offers two support desk models, one that utilises a combination of offshore and local resources and the other that uses local resources only.
Both models provide an ITIL aligned service
management capability that is built on our commitment to excellence and use of industry leading software solutions to ensure delivery of exceptional customer service. nCLOUDr service desk provides level 1, level 2 and level 3 support, where required, for all services supported under the agreement (including named 3 rd parties). Services under management are monitored 24x7x365.
Clients are provided access to the nCLOUDr service desk dashboard to log service requests and review SLA progress. Access for service requests, escalations and service desk support is available during normal Business Hours (BH) via a Priority Service 1300 Phone service, and through our customer support portal where tickets can be logged and tracked 24x7x365. Details of the support solution are provided during onboarding once implementation is complete.