Our Support Process
Brainlink’s IT support process consists of five steps which show that how we resolve your issues.
STEP 1: AUTOMATIC ACKNOWLEDGMENT
You get an automatic acknowledgment that your request has been received and logged.
STEP 2: NEW SERVICE TICKET
A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal.
STEP 3: TICKET PROCESSING
Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.
STEP 4: HUMAN CONTACT
A trained technician will either call you to resolve the issue, or schedule a time to come to your office and resolve it onsite.
STEP 5: CLEAR COMMUNICATION
Whether we resolve it remotely, on the phone or in person, we will ensure that you are satisfied with the result and we will document the SOPs used, LESSONS LEARNED and NEXT STEPS (if any) in the ticket. At the end of the day, your satisfaction and increased productivity is our primary goal.