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Service Desk

Market-Leading Support By Phone, Email & Portal

Our Service Desk offering is a three-tiered service designed to support both mid-market & enterprise organisations. Managed Services from Peak-Ryzex deliver ITIL (information technology infrastructure library) aligned support including a dedicated phone number where contacts can request repairs and exchanges, technical support (including remote triage via MDM), incident management through to resolution and automated monthly reporting packs. Our Managed Services are available in three distinct packages, each one carefully curated to maximise efficiency across your mobile estate.

Bronze Support Package

Support Hours: Mon – Fri: 08:00-17:30 (Excl. public holidays)
Bronze SLA: 80% of calls answered within 60 seconds. Email response within eight hours
Incident Management
Generic Phone & Email contact details
Quarterly Service Review

Silver Support Package

Support Hours: Mon – Sun: 07:00-19:00 (364 days a year)
Silver SLA: 90% of calls within 30 seconds. Email response within four hours
Specific Contact Number & Email Address
Software/Application: 1st-Line fix with Escalation & Hand-Off
Monthly Service Reviews (Conference Call)
Incident & Major Incident Management
Service Account Management

Gold Support Package

Support Hours: Mon – Sun: 24/7 (364 days a year)
Gold SLA: 95% of calls within 20 seconds. Email response with four hours
Specific Contact Number & Email Address
Software/Application: 1st– & 2nd-Line fix with Escalation & Hand-Off
Incident & Major Incident Management
Monthly Service Reviews (Face-to-Face)
Insight Management (Enhanced Reporting)
Named Service Account Manager

Service Desk

Contact Peak-Ryzex today to discuss how we can deliver a Service Desk solution direct into your organisation.

01249 659000

[email protected]

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M-Netics is part of the Peak-Ryzex group of companies.

The M-Netics software solutions have now been integrated into the Peak-Ryzex solutions portfolio.

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Peak-Ryzex COVID-19 Response

Peak-Ryzex Leaders are actively monitoring the global Coronavirus (COVID-19) crisis and are executing plans to reduce the potential impact of COVID-19 on our organization. Our first priority – now and always – is the health and safety of our employees, customers, supply chain partners, and the communities in which we operate. We believe it is critical to do our part to help reduce the transmission of COVID-19. While the situation is ever-changing, we are committed to taking responsible actions and will continue to provide updates as there are new developments.
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Email

[email protected]

Phone

01249 659000