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Service Management

VIP Support

VIP Support is our priority service for incidents and requests. VIP Support expedites the process, so your requests and incidents are immediately put into motion.
Customers with VIP Support are registered with the IT Service Centre, ensuring easy identification.

What’s Included

  • Single point of contact from customer contact to completion
  • Expedited service call lifecycle management to completion
  • Logging incidents and service requests
  • Common incident handling process
  • Service call monitoring and escalation as appropriate
  • Password reset
  • Basic help and how to questions


  • VIP Support must be consumed in conjunction with a Desktop Service offering outlined in Workplace Computing.

Service Offer

Annual subscription as a chargeable option with GO Office 365 or standard desktop Service Packages. 

  • Annual subscription   

Service Request

  • A one-off request to establish or modify a service.
  • Add VIP Support                                                         
  • Remove VIP Support 

Key Metrics and Servicing

  • Service availability 24/7/365
  • Request fulfilment, business days 8am to 6pm
  • Service performance 99.8%