Service Levels

Networks First offers a variety of guaranteed service levels for both response and resolution. Hours of cover range from normal business hours through to 24 hour cover.

Resolution times range from next business day delivery of spare parts to four hour resolution with parts and engineer.

Service Desk

Networks First operate a 24 hour service desk, providing cover for incidents, service requests, and technical assistance. Networks First follow ITIL best practices for Service Delivery.

When any incident is logged with Networks First it is assigned a priority level, the type of equipment affected and contact names are recorded. The incident is given its own unique reference number and an engineer is assigned. After initial investigation an engineer maybe dispatched or the incident resolved remotely. 

In June 2007 Networks First launched its real time Service Desk When incidents are logged customers will be able to view the real time status through our partner portal. They will also be able to view previous incidents, contracted equipment and the status of any on going incidents.