Flex Support

Things don’t always go to plan which can result in staff shortages or skill gaps in your IT support services. Comms-care’s Flex Support service can boost your internal support capabilities, providing rapid access to our team of nationwide experts who can help to resolve any issues quickly for your customers.

Comms-care’s Flex service is a scalable, responsive extension to an organisation’s own IT function that seamlessly augments in-house technical support services for organisations of all sizes.

It is often used to provide reactive technical assistance and expertise for specialist products or on an ad hoc basis.

The service spans a wide range of supported vendors and technologies to provide technical assistance on an ad hoc basis when an organisation’s IT department doesn’t have sufficient resources or capabilities, expected or otherwise.

With access to technical expertise as and when it’s needed, users can get back to work as soon as possible, reducing downtime and overall costs.

Key features

• Provides access to technical support with various SLAs up to 24/7/365
  4-hour response
• Support ranges from 1st to 3rd line as well as escalation and management of issues to vendors
• Issues, incidents and requests are logged via email or phone and escalated to technical teams for support based on impact, severity and SLA
• Technical teams utilise phone, email and remote support tools to assess and support the customer and ensure fast resolution