Real IT Support Response Times

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We regularly ask our customers for feedback and consistently we are praised for our excellent response times. For other IT support providers they satisfy the “response time” in their SLA by sending an automated email acknowledgement, or by staffing their helpdesk with ticket takers that can log tickets but not resolve them. Their response time statistic probably looks good, but the customer experience isn’t.

At telanova we don’t attempt to cheat at statistics, we focus on what the Real Response is, how quickly does the person with the right skills to resolve the issue get involved?

How do we achieve an excellent Real Response?

1. We make sure we staff our Bracknell based helpdesk with enough skilled, motivated people so that they aren’t overworked
2. Clear communication within our team to get the right person involved quickly
3. Investing in every member of our helpdesk via training courses, gaining qualifications etc
4. Automation and being proactive is part of our core values

For any business, downtime can be costly. Whether it's a minor technical glitch or a major system failure, every minute counts. Our customers trust us to be there when they need us the most, and we take that responsibility seriously. A quick response not only minimizes disruption but also helps maintain productivity and customer satisfaction.

Here’s some recent feedback from our customers:

1. "Very responsive and helpful"
2. "We had an awful service before you. The team are personable, and the phone's answered quickly"
3. "You’re there when we need you"
4. "Quick response. Have a nice day and weekend."
5. "A prompt and helpful response that resolved the problem."
6. "Great and very quick response and resolution!"
7. "He goes all out to ensure that queries are promptly resolved."
8. "Great service as always"

We're dedicated to providing exceptional IT support with an emphasis on rapid response. Our customers’ success is our success, and we're committed to helping them thrive by keeping their systems running smoothly and staff productive. If you're looking for IT support that values your time and understands your needs, please don’t hesitate to contact us.