Support
IT Pillars Support & Maintenance Services
Maximising the uptime of your infrastructure requires more than reactive fixes. Our support packages provide the right level of expertise and response time to match your business criticality.
Strategic support, not just reactive fixes
We partner with your team to keep systems stable, secure, and performant. The right tier ensures your people get the response speed and expertise that matches your operational risk.
Our promise
Fewer interruptions, faster resolutions, and clearer visibility into root causes and prevention.
Support is a business continuity function. The best fixes are the ones you never need because we prevented the incident.
Choose Your Support Tier
Compare the key differences across response time, availability, channels, and proactive services.
Silver
Essential coverage for non urgent issues and stability.
Gold
Fast SLAs with proactive monitoring to prevent disruptions.
Platinum
Always on partnership for environments that cannot stop.
Feature |
Silver Support |
Gold Support |
Platinum Support |
|---|---|---|---|
Ideal for
|
Small teams and non critical apps
|
Growing enterprises
|
Mission critical operations
|
Response time (SLA)
|
Next business day
|
4 hour response
|
1 hour response
|
Availability
|
8x5 business hours
|
8x5 business hours
|
24/7/365
|
Support channel
|
Email and portal
|
Phone, email, and portal
|
Dedicated WhatsApp and hotline
|
Root cause analysis
|
—
|
Quarterly
|
Monthly
|
Proactive monitoring
|
—
|
Yes
|
Yes, real time
|
Health checks
|
Annual
|
Bi annual
|
Quarterly
|
Detailed Package Breakdown
Choose the tier that matches how critical uptime is for your teams and customers.
Silver
Perfect for businesses that need a safety net for non urgent technical issues. Silver ensures the system remains stable and updated with portal access and documentation.
Standard patch management: regular updates to keep systems secure
Email support: reliable troubleshooting and query handling
Knowledge base access: self service tools for quick internal fixes
Gold
Designed for organisations where uptime directly links to daily productivity. Gold introduces proactive monitoring to catch issues before they disrupt your workflow.
Priority response: move to the front of the queue with 4 hour SLAs
Telephonic assistance: speak directly with a certified engineer
Configuration audits: periodic reviews as your business grows
Platinum
For enterprises that cannot afford downtime. Platinum becomes an extension of your IT team, managing every aspect of your environment 24/7.
Critical incident management: instant mobilisation for high priority issues
Dedicated account manager: one point of contact who knows your stack
Preventative strategy: predictive analytics and monthly reporting
How Our Support Process Works
A simple, structured flow that keeps you informed and reduces repeat incidents.
Submission
Log your request via our portal, phone, or email depending on your tier.
Triage
We assign a priority level automatically based on your package SLA.
Resolution
Engineers work until resolved, with clear status updates along the way.
Reporting
You receive a closing report with root cause and prevention guidance.
OUR CLIENTS
