Faster IT support for business.

Strident have always been very proud of the high level of IT support provided to its customers, and the customers are pleased too. They frequently award 9 or 10 out of 10 in Strident's regular surveys and would recommend them to other businesses.

Strident are now simplifying and enhancing the service level agreements (SLAs) to offer even faster response times. "We have worked hard to resolve customers' IT problems even quicker and we're delighted to be able to back this up in our new service level agreements," explains Peter Rumbold, Helpdesk Team Leader at Strident.

Target resolution time down by up to 60%

The new agreements remove the initial response time and simply focus on the resolution of the issue. "For example, previously our Priority 1 Critical issues would be responded to within four hours and resolved within a further four hours, although it was often quicker," adds Peter. "Under the new SLAs, we aim to resolve the issue within four hours of notification, which represents up to a 50% improvement in resolution time."

Strident have four Priority Levels for IT support issues, which all see a dramatic reduction in target resolution time.

• Priority 1 (Critical) is within 4 business hours: up to 50% improvement
• Priority 2 (High) is within 8 business hours: up to 50% improvement
• Priority 3 (Normal) is within 2 business days: up to 60% improvement
• Priority 4 (Low) is within 4 business days: up to 60% improvement

All Strident customers operate on a one-month rolling support contract that gives them huge flexibility and no long-term tie-ins. The new service level agreements will come into effect from 1 October 2021.

To find out more about Strident's outstanding IT support service, please call Strident on 01473 835 280.