TEAMS

All Help Line calls are logged on our Support Software (TEAMS) to enable each call to be tracked and managed to expedient resolution. Customers have web access to their support call history which is regularly reviewed by a Yield Corporate IT Services account manager with a view to improve processes and where possible, reduce the number of support request.

End-user telephone support will only solve some of the problems that can arise in complex modern IT environments. Yield Corporate IT Services Help Line analysts are able to escalate issues to our senior technicians and engineers who can provide on-site support in a timely and efficient manner. On-site response times are based on Service Levels Agreements stipulated in your support contract and are typically four hours within normal business hours. For business critical systems affected by severe issues we can upgrade our onsite response time to two hours or less.