Escalation Services2020-04-14T09:40:08-04:00

Escalation Services

Smart Response – Escalation Services

Whether you need round-the-clock IT support or intermittent augmentation of your internal team, Omega Systems’ Smart Response Escalation and Escalation+ Customizable Package Offerings lay a firm foundation for on-going network responsiveness and fast incident resolution.

Don’t Allow Network Issues to Linger or Hinder Productivity.

Omega Systems’ Escalation Service Packages provide an appropriately prescribed response protocol to efficiently handle all IT requests before they impact productivity, quality of service, or lead to a not-yet-known infrastructure disaster.  Defining your customized escalation process can:

– Reduce support costs or revenue losses
– Improve incident response time
– Set communication expectations during incidents
– Prioritize IT needs

Front-Line IT Support Professionals
Omega Systems’ Escalation Technicians are highly qualified to triage 90% of your company’s most frequent incidents, investigating, diagnosing and resolving issues in a timely manner, without escalation. Should a severe incident occur, our Escalation team provides your internal IT staff appropriate, insightful details, logs and reports to insure the core issue is quickly addressed and resolved.

*Add NOC services to your Escalation plan for round-the-clock network monitoring.

Escalation Services

  • Level 1 Triage & Resolution

  • WAN/Internet Connectivity Triage with ISP

  • Escalation to On-site Resources

  • Customized Escalation Matrix

Escalation + Services

  • Level 1 and 2 Triage & Resolution

  • WAN/Internet Connectivity Triage with ISP & Remote Resolution

  • Escalation to On-site Resources

  • Customized Escalation Matrix

  • Monthly Reports