DOCUMENTATION
How our support process works
Zaivit · Last reviewed 17 October 2026 · 2 min readShort answerYour staff raise a ticket by ticket, email, phone or WhatsApp. Your named lead or backup picks it up, working through logged access with MFA, and fixes it remotely. Response targets run from 15 minutes for critical issues to the next business day for requests. Every Monday you get a report of tickets solved, response times and recurring issues.
Getting started
| Step | What happens |
|---|---|
| 1. Call | 20 minutes on your team and systems |
| 2. Plan | A written scope and price within 24 hours |
| 3. Set up | Accounts, documentation and monitoring, in about 2 weeks |
| 4. Run | The help desk goes live; your first weekly report arrives after 7 days |
How a ticket flows
- Your team raises a ticket by ticket, email, phone or WhatsApp: one place for every IT issue.
- Your named lead or backup picks it up. The same two people know your setup, and they work through logged access with MFA.
- It gets fixed remotely. Where an on-site visit is needed, it is arranged through local partners where possible.
- It shows in your weekly report, so you can see what was done.
Response targets
| Priority | Example | First response target |
|---|---|---|
| Critical | Nobody can work | 15 minutes |
| High | One person can’t work | 1 hour |
| Normal | Something isn’t working right | 4 business hours |
| Low | A request or question | Next business day |
These are targets. The weekly report shows how each week went against them.
The weekly report
Every Monday you get tickets solved, response times against the targets, and recurring issues, with suggested fixes so the same problems stop coming back. See a sample weekly report.
How we access your systems
Only your named lead and backup reach your systems, with accounts you issue and can revoke, MFA on every login, and sessions through secured, logged virtual desktops. Your data stays in your systems. The trust center has the full detail.
If you leave
Plans are month to month with 30 days’ notice. When you leave, we remove our access the same day and hand over all documentation and admin access.
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