Helpdesk Support (1st-line Support)
Rio offers a helpdesk service that quickly solves your issues, with optional out-of-hours support.
On-site Support (2nd-line Support)
On-site support when required, with optional out-of-hours support.
Support for Your In-House IT Team (3rd-line Support)
We can provide 3rd-line support to resolve issues beyond the scope of your in-house IT team.
Proactive Monitoring, Alerting & Maintenance
Proactively monitor and maintain your systems, finding and fixing problems before they impact your business.
Questions? We look forward to helping you.Free consultation
|Service Level Agreement
|watch_later Response Time||Investigate/Remediation||Updates until workaround
or resolution plan agreed
|Critical Priority Tickets(All users unable to work)||Within 1 hour||Within 1 hour||Every hour|
|High Priority Tickets(Majority of users unable to work)||Within 1 hour||Within 2 hours||Every 2 hours|
|Normal Priority Tickets(All other issues)||Within 1 hour||Within 4 hours||Every 4 hours|
- check_circle Incident Management / Emergency IT support – Unlimited telephone helpdesk support
- check_circle Local Support – Our friendly and highly-qualified team is based in Colchester, Essex; we don’t use off-shore subcontractors
- check_circle Remote Assistance – for diagnosis and basic problem resolution
- check_circle Escalation – to 2nd line or 3rd line / third-party support where appropriate
- check_circle Save money - by outsourcing skills and equipment you don’t need every day