Support & Care

Customer Support

A custom website or application is a complex, dynamic and business critical tool. It needs to be protected from viruses and hacking.  Underlying operating systems and software require regular updates to improve responsiveness and usability. Ongoing support becomes essential, not just for disaster recovery but preventing issues in the first place. 

 At Livelink we provide a comprehensive SLA with every website or application through our helpdesk that is available 24/7. Your website is monitored at all times for non availability. We have a 2 hour guarantee for resolving critical issues and 24 hour for non critical issues. Our support team is available by telephone or an online ticketing system where you can view the current status of you issue and receive regular updates through the workflow system until its successful conclusion. 

The helpdesk also provides training for the content management system, search engine optimisation and accessibility compliance. Your dedicated account manager is will be in regular contact with you to offer help, advice and enhancements for your website. Our Digital Marketing team will provide reports and suggestions to improve your Customer Acquisition,   Conversion and Retention processes.

We monitor our own response rates and improve systems and processes regularly. Customer care is at the centre of our business operation. Our ticketing system provides report on your support usage and response times. These are reviewed with you and the SLA modified to suit your exact requirement.