Our in house dedicated remote engineers stay on the problem until it is fixed. This allows fast response times to any system critical issues. If a reported issue cannot be fixed by our help desk service team then a properly documented and reported problem is passed directly to our in-house dedicated remote support engineers. They have full, secure access to your servers and workstations and can work on your problem immediately. Statistically, this solves another third of all reported issues and ensures that problem diagnosis and fix resolution is being done even before an engineer can arrive on site if required.