Technical Support

All support engineers will have to have attained the it4 Certified Engineer status.

it4 Technical Support will make sure that all incoming telephone calls are answered within 6 rings of them being forwarded to that department.

Once answered then we aim to make sure that 80% of all calls are completed to resolution within 1 hour.

In the case of all other outstanding calls contact will be made with the person lodging the call.

All calls that are taken will be logged within the it4 Service Manager System allowing for full reporting on overall or individual calls.

With these reports we undertake to make sure there are enough people available to take calls even during busy times of the day.

A subset of calls closed by the support team will each week be surveyed. The results of these surveys will be made public through the it4 Technical Bulletin and indeed through the it4 Promises magazine.

Training

All it4 related training will be undertaken by it4 Certified Engineers who have completed an instructor's course.

All courses whether run internally or externally will clearly state the intentions of the course and will review prior to the end of the course whether those intentions have been met.

Where training requires candidates to be marked, the candidates will know the results of the examination with 2 weeks of taking the course.

On completion of any course the candidates will be surveyed to make sure that the standard of training received was what was expected. These results will be made public through the it4 Technical Bulletin and indeed through the it4 Promises Magazine.

Project Management
All it4 projects and installations will be governed by a set of project documents which are available from our website or on request from it4. These documents outline how the project will be managed and indeed what each document actually is used for.

On the commencement of a project a project kick off meeting will be held. This will be organised by the it4 project manager. At all stages of implementation the project will be signed off by the customer. After completion of the project a review will be completed ensuring the necessary goals have been achieved.

The it4 project manager will be in contact at least once a week with the customer to ensure all parties are aware of the status of the project.

All projects will be constantly reviewed and a survey will be completed after the project has been signed off in order to make sure that the customer has been satisfied with the solution provided. The results of these surveys will be published in the it4 Technical Bulletin and indeed in the invu Promises Magazine.