A Carden IT support team member on the phone to a client

Upgrading Our Support Services

We’ve recently overhauled how we organise our support services to make them simpler to understand and more efficient for our customers. 

Dedicated Engineer Teams

Our clients don’t just have a dedicated account manager, now every one of our managed service clients has their own assigned engineer team. Two or three of our engineers who are already familiar with your system will be assigned as your dedicated remote support team. 

By utilising our newly upgraded phone system, we can create separate call groups for each of our clients. This way, when you call up with an IT issue, your call will be routed automatically to the phones of your dedicated team. This helps knowledge and expertise about your network, equipment, and workplace be shared among the engineers who need to know. It also means that your staff get to know the voices of your assigned team, just as they would with an in-house IT department. 

Improved SLA Times

We’re so confident in our responsiveness that we are reducing the SLA (Service Level Agreement) for our managed service clients from 4 hours down to 2 hours. Though, in truth, we hardly ever get near that time limit. For example, in 2019, our average response time to a ticket raised by email was 7 minutes, and our average resolution time was just 14 minutes. We’re just that efficient! 

Secure Documentation

All of our clients now have access to IT Glue. IT Glue is an industry-standard, SOC 2-compliant documentation management platform that can be used to securely store business-critical information like passwords. You can also use the IT Glue Google Chrome extension which means you can enter secure passwords online in a single click. 

Support Portal

At Carden IT, we’re committed to making it as easy as possible for our customers to get the IT solutions they need. To this end, we’re proud to be launching our customer support portal.

Through portal.cardenitgroup.com, you can raise a ticket and view our progress as we work to resolve your issue. Read more about it here.


Author: Dave King

Dave King is the Co-Founder and Director of Carden IT Services and the wider Carden IT Group. Dave has over 18 years’ experience in business IT networks with a focus on IT consultation and disaster recovery planning/testing.