Systems SUPPORT

Systems SUPPORT is your daily point of reference for first-level IT support, dedicated to resolving urgent operational issues and simply giving you advice and support on various kinds of technical enquiries about the IT infrastructure and the information systems in use.

It manages the interventions, usually remotely (on-site if essential), required to to restore access to servers, networks, printers, connectivity, email services, etc., ensuring prompt action to restore full operational capacity.

The department is quick to respond: Support comes to the rescue when you have a problem or need.

The service operates during business days, Monday through Friday, in office hours, excluding public holidays and periods when the company is closed for vacation.

How to access it: Select the “Systems – Support” web ticket area in the Leviahub Support portal.

The ticket could have the following priorities:

  • Normal: ordinary reports and requests
  • Blocking: Reports and requests that are critical and impede operations
  • Priority (*): Standard or blocking reports and requests where rapid ticket handling is essential (within 1H of submission)

(*) Priority service is an extra option with a charge, as per the Service Charter.
Processing time: Rapid processing of the request and/or report
Typical requests:
  • Resolution of technical hardware and system-related problems
  • Assistance on the use of certain features on system products
  • Solutions on issues related to the customer’s environment (configurations, compatibility, etc.).
  • Solutions for possible anomalies in information systems
  • Insights into some special features of system products (e.g., office, switchboard)
  • Assistance for potential system-related product failures or disruptions
  • Restoration of blocks to Internet browsing
  • Resolution of network anomalies and Wi-Fi connectivity issues
  • Support for email, certified email, antispam and collaboration tools
  • PC support (desktop and notebook)
  • Backup assistance
  • Server accessibility and internal services
  • Assistance on the firewall
  • Domain support
  • Assistance in cases of security alerts and cyber attacks