Solaris IT strives to create the best experience for our customers we serve across the globe. We provide friendly customer service, innovative technology solutions and experienced technical support when you need it.
Internet Support Services are amongst some of the most complicated issues in business today. Support issus and requests can cover a multitude of complexed areas. Determining which issues are at what prority levels and what direct responses provide the best immediate response for support requests of many differing types is a key mission for any serious support system.We long ago decided to categorize support into distinct areas of priority and to tailor the way that we provide response to support requests. There are three areas of Support that require different methods of response and we have categorised our support services to meet this need.
The first is Critical Response. This is support that we can provide when something has gone wrong that we can directly respond to and solve. Thus such support requests require our action immediately and we strive to do so, in many cases pre-empting the support request itself. We can do this by maintaining our systems to the highest level and internal monitoring that ensures that when a problem should arise we are aware of it and taking action to solve the issue before the customer is aware that there is a problem.
The Second area is New Issue Support. This is any support request that comes from a previously unknown issue or a request from a new business to our company. Unknown issues arise as new technology is implemented by our clients. Sometimes the way progressive businesses impliment new services or hardware, neccessitates a new aproach from us in the way we tailor our Internet Services to the client. We are always available to first analyise the problem and then provide or suggest a suitable resolution. This support extends to new businesses that we have never delt with before. If you have an Internet issue that needs external problem solving it's likely that we can provide the support and recommendations that you need, without even having an existing support contract with Solaris IT.
The Third Support category is Training or Advice. This is where a particaular issue is not one of service provision but a user problem where often as not direct advice is required. Such as How to Set up a new email account to relay through a current broadband providers mail system. In this instance the issue is unactionable by Solaris IT, but we can still provide you with the information and instructions you need to solve the problem.