The Datasol help desk is a permanatly manned help desk and operates from 9am to 5pm Monday to Friday. Each customer is allocated a specific support team that knows each customers systems and when a telephone call or e-mail is received it is automatically routed to the specific team. If an instance arrises where no one from the specific team is available the call will be taken by another help desk technician who will have access to our extensive customer by customer knowledge base that we start to build as soon as we become responsible for their support.
We operate a three tier support system: First line support will deal with most of the general day to day support issues. More technical issues will be passed to Second Line support and Third Line technicians are available if the issue requires a visit to a customer site for a specific hardware or software problem that cannot be resolved remotely.
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