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2nd Line Support

Second Line Support consists of telephone support on any product listed on the contract and direct access to a technical support engineer. Calls are allocated to individuals with a skill-set that best suits the given problem, ensuring the user has the best person to resolve the issue.

Key benefits:

• Direct access to highly skilled personnel
• Technical and management escalation
• Tier one manufacturer technical relationships

With Second Line support our skilled technicians provide telephone support to on site customer staff to assist in resolving incidents. This option can be customised to work in partnership with the skill level of the existing customer IT department. A fixed number of calls to Second Line Support will be set out in the Service Level Agreement on the support contract. All of these details would be agreed with the customer at the contract stage to avoid problems and delays during an incident. The basic service provides telephone support only.

Additional modules can be purchased to include remote technical assistance where several options are available

• If your device has internet access, ICM can provide remote connectivity to connect to your systems via an internet portal enabling a remote technician to work on the system in conjunction with the customer as required. The customer dynamically agrees to allow access enabling the technician to take control of the equipment. This allows the customer to control system access as required.
• If your system is in a lights out environment or you do not have suitable trained staff, ICM can provide the customer with a remote agent to install on to the device so that an ICM technician can access the system via the internet remotely without customer intervention.
• If Alert 24 has been purchased as a separate product, ICM engineers can utilise this connectivity to access the customers systems to assist in incident resolution.

More information

Contact ICM

If you want to find out more about how ICM can improve the performance, availability and resilience of your IT systems, please do not hesitate to contact us.

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