Here at Portal, we believe support should mean something.

We also believe the abiding approach to IT support on offer today has lost its way and needs to get back on the path to supporting business objectives.

Yes, there are days when you just need someone to fix a problem. It could be a problem with logging on to the network, or retrieving your emails. When those things don’t work they can quickly escalate from minor irritation to major headache and you’ll want them fixed – fast.

Any and every IT support provider, the length and breadth of the country (and beyond), can offer you that. But, ask yourself… does that really feel like support?

What does support from Portal look like?

We know that no two clients are the same and so we are perfectly at home with tailoring a support package that meets your needs now and retains enough growing room for the future.

Our experts combine deep technical understanding with a commitment to continuous service improvement. The Senior Technical Specialists support all sizes of organisation across multiple technologies.

Assured

This is a retainer-based service including:

• Fully ITIL-aligned support process
• Access to certified engineers providing remote and on-site support activities
• Multi-channel ticket submission: telephone, email and web-based options
• Portal’s standard SLAs for incident management
• Monthly support activity reporting
• Monitoring of outstanding and past tickets logged with Portal support team
• Regular service reviews with Portal’s Support Services Manager  

Reassured

Offering you all of the assured and more, Reassured Support from Portal gives you the ultimate choice in flexibility for your support service.

• Customised SLAs, based on your priorities and business criticality of the solution or product
• A Primary Technical Content is assigned to you
• Middleware solution health checks
• Service and technical improvements suggestions
• Advice on patch releases
• Recommending and implementing fix packs and upgrades
• Change release management, working alongside your teams or managing on your behalf
• Daily checks and monitoring of solutions
• Holiday/sickness cover for your own support staff