How to Create a Request for Help with Guaranteed Response Times

Understanding Response Time to Your Request for Help - How to Request Help

When it comes to managing your I.T. needs, Loyal I.T. Solutions is committed to keeping your business running smoothly. 

Our Mission is to assist our clients to achieve their goals, by understanding their business and providing the solutions required.

To achieve this goal we’ve carefully designed a service process that includes clearly defined priorities and a simple way for you to log support tickets.

Logging a Service Ticket

If you need support, initiating a service ticket is straightforward:

1. Contact us by calling 02 4337 0700 or emailing reception@loyalit.com.au There is also a link on our website to Log a Job.

2. One of our friendly admin team members will answer your call or respond to your email.

3. Please provide the following details:

   • Your name

   • The name of your company

   • A clear description of the issue you’re experiencing or the reason you require I.T. support

   • The best phone number to contact you on

Our team will then log a service ticket into our system based on the information provided and, where possible, attach supporting files such as emails, photos, or screenshots.

Understanding Priority Levels

Every ticket logged is assigned a priority rating to ensure the most urgent cases are handled first. The priority rating determines the ideal timeframe for our response.Note that these are not our Guaranteed Response times, which are mentioned below.

Our Priorities and Ideal Response Times:

• Priority 1 – Critical issues that impact your entire organisation, such as a server outage or widespread internet or phone failure. Our goal is to respond immediately, and within 10 minutes.

• Priority 2 – Pressing problems affecting individual users, such as internet access loss, VPN issues, or disabling access for an employee who has left your organisation. These tickets are typically responded to within 15 minutes.

• Priority 3 – The most common rating, covering everyday requests such as setting up new users, email redirection, workstation or printer issues (where an alternative device is available), or inquiries for specific information. For these matters, we aim to respond within an hour.

In some cases, service tickets are scheduled for action at a time convenient to you. While we make every effort to meet these scheduled times, emergencies assigned as Priority 1 may occasionally take priority. 

Aligning with Our Guaranteed Response Times

It’s important to note that while the timeframes outlined above provide guidance on our goals for handling help requests, our Guaranteed Response Times represent the standard we hold ourselves to. These guarantees reflect the commitment I.T. Solutions makes to ensure your business receives reliable, prompt service.

At Loyal I.T. Solutions, we know that I.T. issues can disrupt operations and cost valuable time. Whether it’s logging a ticket or prioritising emergencies, our goal is to provide clarity and efficiency in every step of the process.

By understanding the priority framework and how tickets are actioned, you can feel confident that your I.T. concerns will be addressed in a timely and seamless manner.

For more information and assistance please reach out to us on 02 4337 0700 or email  reception@loyalit.com.au.