Service Desk and Operating Model
Our managed service is delivered through a dedicated service desk and a clearly defined operating model. Standard coverage is provided during UK business hours, with the option to extend where your organisation requires broader support. We typically operate a portal-first model to maintain a full audit trail of requests and changes, supplemented by email and other channels by agreement.
Support is tiered to ensure the right skills are applied at the right time. Level 1 triage can be handled by your team or ours, depending on the model we agree. Level 2 support is provided by our certified consultants, who resolve the majority of functional and technical issues. Level 3 is delivered by our senior architects and engineers, who step in for complex, critical or high-risk scenarios.
All of this is underpinned by SLA-backed service commitments, with impact-based priorities, response and resolution targets and clear escalation paths. A comprehensive Service Operations Manual describes how incidents, changes, releases and configuration are managed, aligned with ITIL and ISO-aligned best practice.