Frequently asked questions

Why are targets set at 90% and 99%?

In any ICT environment, there is always an opportunity for something to go wrong.  Some aspects do not fit into categorisation, are not easily rectifiable or are unexpected therefore 100% is not a sustainable target. We adopt accepted industry thresholds of 90% in the first instance and 99% to allow for error and continual service improvement. These represent realistic targets to benchmark ourselves by.

What happens when I submit a Feature Request?

A feature request is an integral part of the ITIL framework that iSolutions uses. They are requests for something which is not currently provided by iSolutions' services or products, but has a demonstrable business benefit.

These feature requests are outside the scope of direct performance measurement as each request must be approved by the business and then involve an amount of time and resources (i.e. people, money, space, equipment) to implement. Feature requests, for this reason, often are developed and implemented within a project management framework.

Can an Incident's priority (or severity) be changed once it has been set by Serviceline?

Incidents are prioritised based on impact and urgency, which dictates how iSolutions will respond. Serviceline should be notified of significant changes in impact and urgency, and they will reassess priority and organise the response accordingly.

How do I escalate issues?

If you feel that an issue needs to be escalated then you should call Serviceline. They will take all the necessary information and reassign the priority if applicable.

If you wish to escalate an issue because you are unhappy in the way that your request has been handled, or you do not believe that it is being resolved within an appropriate timescale (according to our Service Level Targets) then you should contact Serviceline to log a complaint. If this does not resolve the issue, or you have an issue with Serviceline itself, then you should contact your iSolutions Account Manager.

How do I know what category my request is in?

If you wish to find out further information about your request, please use the Self-service facility to view your outstanding and resolved tickets. If you require further information, please email Serviceline with your query, referring to the appropriate ticket number (provided in our emails to you, of the form SERVICEnnnnnn or INCIDENTnnnnnn).