News & Insights.

When technology gets in the way of productivity, it can be frustrating, especially when you just need things to work. That’s why at SystemLabs we’ve designed our support process to be as seamless as possible. But what actually happens when you raise a ticket with us?

Our Customer Support Engineer, Zak Davidson, pulled back the curtain and took a look behind the scenes.

Step 1: You raise a ticket

It all begins with you. Whether you log a ticket through the portal, send us an email or pick up the phone, we’ve made it simple to reach us in the way that suits you best.

Behind the scenes, your request lands in our centralised system where it’s logged, tracked and assigned a reference. That way nothing slips through the cracks.

Step 2: We triage it

Once your ticket is logged, our support team triages it. This means we assess the urgency and impact of the issue against your SLA (Service Level Agreement).

• If it’s business critical, it jumps to the top of the queue.
• If it’s less urgent, we’ll schedule it in efficiently, without disruption.

This ensures that the right issues get the right attention at the right time.

Step 3: Diagnosis and fix

Next, one of our engineers takes ownership of your ticket. Depending on the problem, this could be a quick fix (like resetting access or troubleshooting a connection) or a deep investigation into more complex issues.

What doesn’t change is our commitment, your issue will be resolved as quickly and effectively as possible.

Step 4: Keeping you informed

No one likes being left in the dark. That’s why we keep you updated at every stage of the process. You’ll always know who’s working on your ticket, what progress has been made and when you can expect resolution.

This transparency means you can get back to business with confidence while we handle the problem.

Step 5: Closing the loop

Once resolved, your ticket is officially closed. But that’s not the end of the story. We keep a record of every ticket, which helps us:

• Spot recurring issues
• Share insights with you
• Improve efficiency and prevent future frustrations

Your IT support isn’t just about fixing today’s problems, it’s about enabling your business for tomorrow.

Why it matters for your business

Behind every ticket is a team committed to your success. By managing the lifecycle of support efficiently, we deliver on our promises:

• Uninterrupted business operations
• Cost predictability
• Increased productivity and collaboration
• Flexibility and scalability as you grow
• Reduced frustration with IT that works the way it should

At SystemLabs, we don’t just solve issues, we make IT work for your business.