Support that answers, owns the problem, and tells you what is happening while it is being fixed. No queue tickets that go quiet for three days.
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One owner per ticket from the moment it is logged until it is closed, an Australian service desk staffed by named people your team gets to know, and updates written in language a non-technical manager can act on.
The Problem
Being treated like a number in a queue, with tickets passed between technicians who each start the diagnosis from scratch.
Business Impact
Staff stop logging issues because logging them feels slower than working around them, and small faults quietly become expensive ones.
Support is packaged to suit the business, from a mail and security bundle with a support component through to an agreement with unlimited support and licensing included. We will tell you which one fits rather than putting you on the biggest.
| Priority | Definition | Response | Resolution target |
|---|---|---|---|
| P1 | Business stopped. All users or a critical system offline, or a live security incident. | 15 minutes | 4 hours |
| P2 | Major disruption. A team or a core function is unable to work, with no reasonable workaround. | 1 hour | 8 business hours |
| P3 | Single user affected, or a fault with a workaround available. | 4 business hours | 2 business days |
| P4 | Requests, changes, new starters, scheduled work. | 1 business day | 5 business days |
Next Step
Review how your current provider handles escalations and what actually happens to a ticket after hours.
Bastion Cadence
We don't wait for fires. This service is maintained with automated daily checks and 100% human verification weekly.
