Infrastructure Support Services

Service Level Agreements

We offer tailored Service Level Agreements to meet specific maintenance needs and, for small businesses, we offer an alternative IT Care Agreement with a fixed set of regular maintenance services.

Full-time monitoring is available so that faults that develop are reported and, if possible, dealt with promptly before services are interrupted.

We provide on-call services for out-of-hours support as required.

Helpdesk

The Loftus IT Helpdesk provides customers with a central one-stop-shop for their IT support needs. We handle Incidents (break-fix and performance issues) and Service Requests for Infrastructure, Applications and Hardware. The Helpdesk is the entry point into Loftus IT second and third level support services.

Loftus IT utilises a state-of-the-art ticketing system, providing task visibility, reporting and tracking services.

Ad Hoc support is provided on a best effort basis at lower priority to Service Level Agreements.

Engineering Services

Loftus IT Engineering services handle the bulk of Support Services work, but difficult issues may be escalated to the Architects for resolution.

Incidents that repeat, or could repeat, are addressed both in the short term to restore services, and in the longer term to identify and correct any underlying root cause.

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