Frequently Asked Questions

To ensure you receive a first class experience with Linten, we have listed some of the most asked questions that you may have when you’re interacting with us.

Common questions our team are asked

Q1: What if I don’t have a managed support plan with Linten?

No worries at all! Many of our valued customers appreciate the simplicity and convenience of our managed support services. We’d be more than happy to provide a quote based on the estimated time needed to resolve your concerns. This quote will encompass both our service time and any necessary travel if our engineer needs to visit you. Our hourly rate is £88, excluding VAT. For instance, if there’s a one-hour trip to reach your location and an hour spent on-site, we’ll calculate the quote for a total of 2 hours.

Our policy entails a minimum charge of 1 hour, whether it’s for remote assistance or in-person support. We bill in whole hour increments to keep things clear and straightforward. Should the resolution require more time than initially anticipated, we’ll communicate and adjust the charge accordingly to ensure fairness and avoid any unexpected fees.

At our core, we believe in transparency and fairness. We don’t retroactively invoice clients for unplanned support; our agreements are clear from the outset. Your approval is essential before we commence any work, as we strive for a cooperative and understanding partnership.

Q2: How quickly will you resolve my issue?

Priority 1: Critical

Examples include:

None of my staff can work
Our services don’t work
We can’t operate without this…
I can’t take payments
There is an electrical burning smell

Priority 2: High

Examples include:

Most of the company can work but a specific team cannot
Two of my printers are not working
A service (not mission critical) is not working correctly

Priority 3: Medium

Examples include:

Permission issue
I don’t have access to my files
Staff leaver request
Hardware provision

Priority 4: Low

Examples include:

Unable to access mailbox
Password reset
Change account details
Software installation request
Change to email signature
Hardware provision

Priority 5: General Enquiry

Examples include:

I want to buy a new laptop
User changes
Security group changes
Report requests

Our speed in delivering an initial response and aiming to resolve the issue depends on the priority assigned. A ticket marked with a higher priority will have a quicker response compared to one with a lower priority.

Q3: How quickly will Linten process my order?

*We operate SLAs (service level agreements) once a customer has approved a quote for our services. These SLAs are to manage your expectations once we begin processing your order, depending on the type of order type.

Standard

Examples include:

New license, new laptop, new user, user change, user swap

Project

Examples include:

Large organisational changes, multifaceted requests, high level business transformation and change

Bespoke

Examples include:

Multiple licenses, multiple new starters, networking solutions, connectivity, migrations, server upgrades

Q4: How do I escalate my issue if I am dissatisfied with the experience I have received?

We operate an escalations matrix for customers. Details of the escalation matrix can be found within your Welcome Pack or requested from your Client Relationship Manager.

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