All IT support requests to be logged via one of the following options in order as displayed;
- First option to request support – Email : support@silvaitservices.co.za
- If email not available – Land Line : 021 200 1817
- Whatsapp IT Support : 084 940 4878
Response times are determined by the severity of the IT support request;
Severity Levels:
PREVENTIVE or low priority support
- General maintenance on IT equipment or infrastructure
- No impact on normal business functions
- Actioned or Completed within 4 to 5 working days
- Examples: Clean printers / PC’s or Fix cabling etc
CORRECTIVE or medium priority support
- Minor problem not impacting operation of computer
- Actioned or Completed within 2 to 3 working days
- Examples: Faulty printer, Faulty Fan, Software updates etc
URGENT or high priority support
- Significant business impact. Customer computer or service not working
- Actioned or Completed within 8hours or 1 working day
- Examples: Main Printer Faulty, PC not switching on etc
CRITICAL priority support
- Critical business impact causing total business stoppage
- Actioned or Completed with 2 hours
- Examples: Internet Off, Email Down, etc
