IT Provider of Choice
for the Third Sector

Support Hours

Our IT support staff are available Monday to Friday, 9am to 5pm, excepting statutory holidays.

Raising and Tracking Support Issues

IT support issues are raised in one of three ways:

• by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it ,
• by logging into the Customer Care system (customercare.avecsolutions.com) and choosing 'Submit a Request', or
• by phoning 028 9045 9000 and logging the issue on the support line

This enables us to enter the information immediately into our ticketing system so that the issue can be properly tracked through to its resolution.

When you log a support issue in this way with our customer care desk, you will receive an email informing you that a ticket has been raised along with a unique ticket reference and any details pertinent to the issue. This ticket number will be used through to completion of the work.

Any support issues raised directly with engineers, either onsite, by email or by phone, are liable to fall outside of the support system and not be tracked. Please ensure that you have a ticket number for every outstanding issue.

Progress and updates on tickets can be tracked by logging into the Customer Care system (customercare.avecsolutions.com) and choosing 'Check Existing Requests'.

Support Priorities

All open tickets will be dealt with in a priority order according to severity, with each level having a guaranteed initial response time (the time it takes from the moment you raise the support issue to when an engineer makes contact):

URGENT - Failure of main system (eg internet, email, network server) with severe operational impact: guaranteed initial response time of 2 hours

HIGH - Failure of secondary system (eg PC, laptop or peripheral) or partial failure of main system with significant operational impact: guaranteed initial response of 4 hours

NORMAL - Performance issues or circumventable problems with minor operational impact: guaranteed initial response of next business day

LOW - Scheduled network upgrades, changes (eg new user accounts), maintenance or training: as scheduled

Note that the guaranteed initial response times are measured in business hours (9am to 5pm) on normal work days.

Please also note that issues raised by contract support clients will be prioritised over those of non-contract clients.

Remote and Onsite Support

Avec Solutions has put into place systems to make it possible to resolve many issues through remote support, by phone and/or by remotely logging into client networks. This enables us to keep our clients' support costs to a minimum, as well as helping to meet the standards of our environmental policy.

With most support issues, therefore, once the ticket has been raised, an engineer will make contact with you to determine the nature of the problem and attempt to resolve it remotely, if possible. If an onsite support visit is required, that will then be scheduled by the customer care desk.

Once the issue has been resolved, the engineer will inform our customer care desk and a closing ticket will be emailed to you. If the issue is not resolved or recurs soonafter, please inform customer care and they will reopen the ticket.

Quality of Service

It is our desire to provide you at all times with a high quality of service to meet your needs. If at any time you believe that our service could be improved, or you are dissatisfied with any aspect of our service, please raise the matter immediately with our customer care team. If for any reason you remain dissatisfied there are company procedures in place to deal with your grievance.