SystemCraft have a number of technical engineers who provide on-site service and support. They are highly qualified, experienced and motivated. A considerable amount of our business is to provide their services to our customers.

The first line of contact is always with our office. It is where we allocate all resources as required. We require written confirmation for each service call, which can be in any of the following forms:

Our Request for Support form
A copy of the relevant pages from a customer log book
Any company purchase order

We find this aids us considerably in understanding the nature of the service call and the level of priority required. Our engineers review this documentation and prepare themselves prior to the visit as much as possible.

With regard to our response times, we will give highest priority to emergencies and networks that are 'down'*. We aim to provide a same day service for these situations with a 95% success rate. So far, we haven't missed a same day service visit for any 'downed' networks. [We do reserve the right to try to rectify the problem on the phone first.]

Our office will co-ordinate a suitable time with our customers as well as to arrange for any materials/services to be ready in preparation for the support visit.

*(That is defined as a network where no user is able to log on and/or correctly access the server, for any reason.)