Support 

Customer support for Cantono Managed Services customers is handled by customer centric teams, which ensure that you are dealt with directly by specialists familiar with your company, its needs and its technology.  

Customer-Centric Support
Your customer-centric team log all incidents and resolve many of them right away. They are in turn supported by a further group of specialists for those services which are common to all or most clients. As required, certain incidents may be referred to the relevant Third Party Supplier.

Your support team coordinates the efforts of the resolving team and manages all events through to completion. The Service Desk is also tasked with providing timely and accurate communication to the customer at defined intervals to manage expectations.

Service Levels
To ensure a quality delivery of its services, the functional responsibility of performance monitoring is assigned to the service desk. In addition to SLA performance monitoring, the Service desk also has operational responsibility for measuring performance trends in all aspects of quality assurance.

Cantono’s support services:

• Deliver services based on industry standards and best practices (ITIL, ISO9001)
• Ensure customer-focused quality service that matches the business needs and user requirements
• Offer well defined points of engagement with the customer
• Ensure ownership of problem resolution – fixing the cause not the symptom
• Maintain the continuity of processes and procedures
• Underpin effective Incident, Problem and Change Management
• Provide totally professional and effective project management