Support Philosophy

Support made to measure

A tailor knows that every client is unique and at FTI Services, we subscribe to the same philosophy. Your dedicated account manager will ensure FTI understands the specific needs of your business and design a support package around them.

We speak plain English

FTI Services is a jargon-free zone. Our engineers and account managers speak plain English because we want to converse rather than confuse. With FTI Services managing your network, you’ll feel a part of the key decisions that affect your business.

We include 24/7 monitoring as standard

We include a 24/7 server and network monitoring service as standard with every support agreement because this ensures we deliver the highest possible service levels. We’ll be fixing problems before you even knew they were there.

We're committed to best practices

FTI Services has established strong working relationships with the largest IT vendors and manufacturers. We have many Gold and Platinum level partnerships to our name, as well numerous business awards, and we are fully committed to industry best practice.

First call resolution

FTI is striving for that 100% of the time and almost gets there (the actual number is 93%). How does FTI achieve this? There are a variety of reasons for this success rate but the most important factors include:

• All support engineers have five years or more IT support experience.
• FTI’s engineers are rewarded based on metrics that matter to our clients, not on metrics that matter to FTI.
• Regular technical trainings on products, services, and our clients themselves. That’s right- FTI holds entire training sessions dedicated to a client’s specific environment.
• Documentation, documentation, documentation. Documenting your environment and keeping it up to date is one of our top priorities.