Ethan Group uses best-in-class technology to proactively monitor and administer all the managed services we provide. We also offer a 24-hour service desk for first-, second- and third-level support, using a ticketing system based on the Information Technology Infrastructure Library (ITIL) Service Desk methodology to track and resolve issues.
Our volume and economies of scale mean we can provide cost-effective and prompt support. We resolve almost 50,000 support cases every year and more than 98 per cent of calls are answered immediately. Our clients rarely have to wait in a queue for assistance and if they do, the wait is no longer than a maximum of three minutes.
We offer also onsite services when clients need an extra set of hands on location.