Our Support is provided by our professional support partner called Ntegra who have high calibre industry qualified staff with adequate resource to offer Service Level Agreements (SLA) for response times to our customers and this can be taken in addition to any support offered from specific vendors products we resell.

We can offer our support in many different packages ranging from a full Managed IT Service, though to individual components 

• Desktop Support -
• User maintenance & Configuration
• Network Support
• Server Support
• Application Support
• License Management
• Project delivery
• Solutions Architecture
• Procurement

Support TimeFrame

Support will be available Monday to Friday, 9am to 5.30pm excluding public holidays.  We can also offer 24x7 support to customer if necessary.

• For convenience calls can be logged by our website, telephone or email
• A call reference number will be provided which can be used in all future communication, if requested a customer reference can also be documented
• We will need to agree a maintenance window for the service, where planned changes that may or will impact the service will be scheduled so as to minimise impact with the customer 
• We provide a named account manager for escalation and any other non-support related matters
• Service review schedule to be agreed – typically monthly for the first quarter, and then quarterly ongoing
• Customers will be able to log calls directly. We will need to maintain a list of authorised personnel
• A communications matrix will be produced, illustrating who should be contacted regarding faults or changes, and the frequency of updates required

Managed Services

For those companies looking to outsource their support, we can offer a Managed IT Support Service which provides proactive monitoring and management of our clients network infrastructure.

As part of this service we partner with customers, becoming an extension of their internal IT staff, to deliver a total support solution. As IT security experts, Castleforce has the knowledge, expertise and processes as well as the technology and best practices to effectively manage our clients systems