Support

Lixto uses a standard SLA (Service Level Agreement) to govern support services and guarantee uptime for its SaaS services. Helpdesk support is offered during working hours, and clients are encouraged to nominate in-house “power users” who can provide simple “how to” support answers for casual users. This means that support questions can be better answered within the context of the client’s own operating environment.

Lixto’s support is typically better placed to resolve technical issues and ensure continuity of service. Escalation procedures are included in the SLA and invoked as appropriate. Lixto carefully monitors and manages its computing performance, and clients can be provided with in-depth reports concerning their usage patterns, server response, maintenance and environmental performance. A wide range of tools and other resources are available to Lixto’s support staff to enable the provision of a personalised, fast and effective support service that is revered by our clients.