At 5Nines Data we define IT Support as the process of responding to the day-to-day technical issues that cause delays or stoppage of business processes.  Some problems can be corrected by your own in-house staff, and some require calling a more experience expert.  At 5Nines Data we work with each customer to supplement their in-house staff as needed.  Some customers have no in-house staff and others may have several IT people on staff. 

Regardless of the staffing situation, effective technology support is dependent on communication. 

5Nines Data employs a structures communication process to assure your technology problems are communicated to the right people, and are responded to as soon as possible.   We give you the tools to either direct helpdesk requests to your internal staff member(s) or directly to us.

Your staff can call us on the phone directly, or email a support request to the 5Nines Helpdesk.   Either way, a Helpdesk Ticket is opened, documented and assigned a unique case number.   The Helpdesk Ticket is updated as work on the problem progresses, and you can monitor it by logging on to the 5Nines Helpdesk Web Page.   Each support customer has a secure Helpdesk logon that give access to only their support cases.   The 5Nines people working on your case are identified in the Helpdesk case record, so you know who to contact for additional detail information and progress.