Techtrack operates a 24/7/365 Network Operations Centre (NOC) that uses a combination of
Sophisticated monitoring tools automatically generate incident tickets that the NOC responds to immediately by troubleshooting, notifying the appropriate contact, resolving the incident or escalating to the appropriate group as required.
Engineers carry out root cause analysis to find a permanent solution. This will prevent the problem from recurring.
Techtrack performs all changes as required, including standard maintenance changes, problem fixes, capacity planning changes, etc.
Techtrack’s rigorous change processes mean that accuracy and careful planning are key to achieving an almost 100% change success rate.
Meeting monthly SLA targets, such as Time to Restore, is considered a fundamental aspect of our service, a basic expectation for every client.
Tickets are categorised by priority and SLAs differ for each priority level:
P1 – Impacts 5 or more users
P2 – Impacts up to 5 users or significant risk
P3 – Warning of imminent problem
P4 – Informational
Techtrack’s robust suite of Managed Services implements all aspects of managing day-to-day IT operations. This can be in two brackets:
We offers a 24/7/365 End-User Service Desk.
Let Techtrack enhance your business operations with our round-the-clock Service Desk (the “Help Desk”), boosting your employees’ productivity by promptly addressing their issues and service requests.
Techtrack’s Service Desk offers support through five channels:
Our highly skilled end-user service desk specialists, combined with state-of-the-art technology, ensure fast response, personalized support and satisfied employees. These services can be seamlessly integrated with Techtrack’s other managed services to provide improved performance, analysis and reporting. This enables better planning and problem resolution.
