Support Services - Overview
Virtus IT delivers its Support Services based upon a 3 tier operational model outlined in the diagram below. Activity in each of the three tiers is categorized into either support or integration services.
All support and integration activity is managed and owned by the Intellidesk Operations Centre (IOC). Agents within the IOC are responsible for ensuring that support and integration services are carried out as per customer requirements within the specified timeframe to the highest quality and to keep in constant communication with all engineering and customer contacts.
Communication & performance are key to successful service delivery and the services model employed ensures excellent technical and commercial communications, ownership of all activity and valued measurable performance.
The 3 tier model and extensive services portfolio enables us to work cohesively with customers in order to provide high quality services. Customers are able to utilise and implement our expertise to complement their existing abilities and services in order to supply a full suite of service offerings in turn to their channel, partners and customers.
Support Services Document
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