Our Support Process

How we resolve your support issues.

Our Client Support Center has a 96.8% satisfactory score from our clients for ticket resolution.

Client

User

Phone, In Person,
Email,
Service Hub

Customer Infrastructure

Plow Networks Service Desk

How we support you

The industry leading systems we have in place allow us to provide a tailored service to you. We’ve refined them over time and now have a mature process, built in accordance with industry compliance and best practice in mind.

They’re designed to be transparent, responsive and complete so we can guarantee great customer service and prompt resolution of your technology issues and requests.

Our Client Services Center (CSC) are so well trained and experienced that the entire process, right through to a fix, takes place while you’re on the phone. If not, we have a rigorous process in place to resolve your request in a fast and efficient manner. Here’s an outline of how it works.

Requesting support (raising a ticket)

We make it easy for you to start the process – the last thing you want when you need something doing is a complex or slow start. You can use the most convenient method for you:

You can email us using our support email at support@plow.net, submit a ticket, or call us at 877-PLOWTAC. Our Client Services Center operates 24x7x365.

Prioritization

Once we have all the details from you, we quickly assess the priority of your request, based on how much it affects you and your organization. We’ll let you know what the priority is, but we can also change the priority if you let us know that we’ve got it wrong.

We’ll also let you know who the contact is for your ticket, so you know exactly who will be helping you. If your ticket needs escalating to someone with specialist knowledge, or if it passed on in order to speed things up, we’ll also let you know who they are.

Priority 1 (critical) incident

Production or communication systems you view as vital have failed, causing stoppage in primary business operations. No workaround is available. Client notifications will follow as designated by the assigned priority. Overall initial response time from alarm inception to client email will be < 1 hour.

Priority 2 (high) incident

Production or communication system you view as important has failed, causing  disruption to important business operations. No reasonable workaround is available. Client notifications will follow as designated by the assigned priority. Overall initial response time from alarm inception to client email will be < 2 hour.

Priority 3 (medium) incident

A production or communication system has failed with a limited impact to the business. A reasonable workaround is available. Initial response time shall not exceed 4 hours

Priority 4 (low) incident

Business disruptions are minimal and workarounds are available. Initial response time shall not exceed 24 hours.

Progress

If a ticket is assessed and your issue is critical or very technical it will be escalated immediately to the senior members of our technical team. This ultimately saves time with serious issues. We have two further tiers of support.

Level two support – these are more experience and qualified technical staff, who are dedicated to dealing with your more complex issues, either remotely or as field engineers on your premises. This frees up our 1st line technicians to take more of your calls and provide a fast response and resolution for the majority of your issues.

Level three support – for critical, very urgent or highly complex tickets and requests, we have a 3rd line of technical staff. These people all have years of experience, full training and are certified to the top levels for key vendors. You can be rest assured that they will get to the bottom of the problem as quickly as is possible.

Resolution

Once your ticket is dealt with, we’ll check with you to confirm that things are working as expected before closing it.

You have up to 30 days to re-open a ticket (via email or telephone) if something comes up later or you’re unhappy with anything.

What next? For more information about our IT support or managed services, contact us today.