Our systems and processes
At Concept IT, we take a proactive approach – we don’t wait for you to call with an issue; we find it, fix it, and then inform you.

This is made possible by our advanced system management tool, iTrac Live, one of the most sophisticated solutions on the market. While you focus on your daily operations, it works tirelessly in the background, providing 24/7 monitoring of your systems.

iTrac Live vigilantly watches for potential problems and, in most cases, resolves them autonomously. On average, it completes nearly 4,000 tasks daily without any staff intervention. If it cannot complete a task or encounters an issue beyond its capabilities, it immediately notifies our service team with a comprehensive report.

However, our system doesn’t just handle issues; it also manages inquiries, projects, faults, and requests for each client seamlessly.  Through our portal, your staff and users can report faults and requests as they arise, while your finance team can access invoices and quotations with ease.

How We Handle IT Problems
Users can report any issue via phone, email, or the client portal. Once logged, a confirmation email with a unique fault reference number is generated.
Our service engineers prioritise your issue based on its business impact and allocate an appropriate Service Level Agreement (SLA).
You will receive a call back within one hour to advise you of our actions and provide a realistic timeframe for resolution.
Based on the information provided, we analyse what is needed to resolve your issue and ensure it is assigned to the right person from the outset.

Resolution
Once your ticket is resolved, you will receive an email confirming the issue has been fixed and the ticket is closed. If the issue reoccurs, we will happily reopen your ticket and resolve it as quickly as possible.

Feedback
We always strive to improve, so we welcome your feedback – both positive and constructive. Let us know about our amazing team, but also share areas where we can enhance our services – we value your input.

Once your support ticket is closed, you’ll receive a completion email with a link to leave feedback.  All feedback is reviewed by our management team, and as a token of appreciation for completing the survey, you’ll be entered into our monthly draw to win one of our gifts.