Initially all calls are triaged by our 1st line support team. Remote support is explored by a series of simple fault finding questions. If this is not possible or the issue remains unresolved, the call is escalated to a 2nd line Technician for further investigation. Should the problem not be resolved via remote methods, a field visit can be arranged. All 4th Platform support staff are fully accredited and certified to service all systems and products within the 4th Platform portfolio. Only fully qualified technicians attend customer sites.
4th Platform ProACTive™ support is powered by ConnectWise.
Server, Desktop and infrastructure management can be streamlined with tasks being scheduled to be completed out of hours or when systems and services fail. Business critical systems can be monitored and brought back online automatically should failures occur out of hours.
A network probe is used to discover all endpoints on the network providing accurate and up to date information back to 4th Platform on what is installed and running on your network allowing us to manage your account efficiently.
Real-time monitoring of your systems and direct integration into our Service Desk ticketing system allows us to see when systems go offline and will respond before you may even know about the issue.
Patch management is critical to the safety of your systems ensuring they are protected from all known cyber attacks. 4th Platform are able to patch multiple machines simultaneously and secure more endpoints automatically. 4th Platform can take the hassle and stress of patch schedules and weekend working away from you.
The ProACTive™ centre operators have total control of the calls coming into the system and are able to make on the spot decisions about call allocations and priorities.
Live performance of all calls are monitored and displayed including performance against the company’s key performance targets.
The ProACTive™ service tracks the call from the 'logging on' to the 'closing down' of the call.
Tickets can be raised via email or an interactive agent installed on your system.
97% of customers said 4th Platform met or exceeded their expectations.
We analyse your existing infrastructure to see where you can save costs, improve your efficiency and secure your business against external threats.View all Case Studies
“The solution has enabled the school to introduce new technologies with confidence, knowing they will be secure, while it is reassuring to know that our more adventurous pupils aren’t able to hack into the network!”
Head of IT