First Line Support

Your company can save money by outsourcing your first line software support through SoftTech. Our dedicated Support Team will provide an IT Help Desk to support your business software needs, and this will reduce your recruitment, management and training costs.

The Package

The use of MSM will provide a single point of contact for your IT software support issues; and SofTech will provide first line email, telephone and online cover to enable Users to log issues, request help, and to get answers to questions. We also offer Supplier Management and document workarounds, and we will recommend process improvements to increase the efficiency and productivity of your company.

Hours of Service

SoftTech's hours of service for first line support are typically 8.30am to 5.30pm (UK time) from Monday to Friday. If required we will provide longer hours to match your Second Line Support, (and this will be included in a Service Level Agreement).

A Fixed Price

We cannot know in advance how many issues will arise during our work so we offer a Fixed Price that will be jointly reviewed at the end of the first quarter. If you take up a Second Line Support Contract with us we will not charge a retainer fee for First Line Support, and we will accept the risk about the number of enquiries we will get.

Our First Line Support provides better continuity and better service than any in-house solution. This is because we have a larger team of experts to provide support to your users. As an additional benefit this will be at a lower cost than if you were to deliver the support internally.