Unfortunately we can’t always plan for failures and it is likely that most companies will on occasion need support on a part of its infrastructure when there isn’t a qualified IT professional on-site. Generally, in these situations customers will call our helpdesk, log an issue and wait for the next available consultant. Under this process CCS can usually react quickly, however there will be times when all of our consultants are otherwise engaged and a customer will have to wait–potentially several hours–to get a consultant on-site. For customers that cannot afford to wait in these situations, CCS recommends a prepaid time block for reactive support.
Time Block Support
With a time block an organization purchases a block of time units. These time units are used every time a service request to the CCS service desk is made, via emailing or telephoning 294-3434. The quantity of time units that are consumed depends on the level of service a client requests.
In addition to offering significant cost savings over traditional general support, this time block will ensure support within 2 hours when it is necessary. By having this system in place a call from a customer with a time block call will take precedence over calls coming in from clients with no agreement in place.
Time blocks can be in a minimum of 40 units, but we recommend that customers purchase 60 to 100 units depending on the nature of their business and that business’ dependence on its IT systems.