But here at Intwo, we’ve put our customers at the core of what we do. That’s why we offer 24/7 support!
Our ‘follow-the-sun’ 24/7 global support team – a mixed pool of talented support engineers, planning teams, and technical specialists – are ready to jump on issues as and when they’re reported.
Location isn’t important. It’s time that matters. That’s why we’ve spread our teams over three global Intwo offices and 10 locations in the US, Europe and Asia – so that we can ensure your IT keeps working anytime, anywhere.
Creating a reactive ticket (a ticket logged from the customer end) has never been easier. Customers only have to call and create a ticket where they input some basic information and our support teams will act accordingly.
Infrastructure, security, or server issues – it doesn’t matter! Our teams will solve it for you. The support teams will always allocate the right experts to any problem.
From a security standpoint, as well as an experienced operations team, we also have a dedicated security council who upholds some of the strictest possible best practice procedures. Our commitment is to keeping customer data secure and we regularly apply all recommended security updates to the servers we look after.
We also offer all our customers uptime guarantees for infrastructure and application levels as part of our industry-leading SLA. No questions asked!
Working similarly to an emergency room in a hospital, when issues are reported, our support teams assess the urgency and categorize them, which can range from 1 to 4 (1 being critical and four being non-critical).
An example of a Priority 1 (P1) is when all systems are down and nobody can log on or work. All hands on deck! Our teams will provide on-demand support, pulling in the right expertise to resolve the issue 90% within the first hour, and fix the issue entirely in under eight hours.
Your business could have several different applications in one hosted environment. Let’s say one of your reporting tool applications fails, and users can’t access the data points. Our team would treat this type of incident as Priority 2 (P2).
Another scenario could be that you have two to three users having application issues. Maybe these users can’t access the application or login? In this case, our teams will categorize this as Priority 3 (P3).
And finally, a Priority 4 (P4) issue usually entails an individual case such as password resets or individual login errors.
Our customers also have access to both our self-service portals (Cortex or SPS) or the Intwo portal, giving complete control back to the customer.
The Intwo Portal offers billing and licensing control and grants you complete and easy self-service. You can easily create new customer accounts, order and provision CSP licenses for Microsoft Cloud Solutions, create users, manage billing, find relevant product information and marketing resources, and allow your customers to order additional licenses through the customer panel.
Customization on your platform? Specific requests such as application upgrades, product upgrades or updates on test environments? No problem!
Just talk to our team about your needs, and we’ll recommend the best approach and offer realistic timings – whenever, wherever.
Around-the-clock customer support means a business is available to help its customers 24 hours a day, 7 days a week, regardless of time zones or working hours. For an MSP like Intwo, this involves a follow-the-sun global support team made up of support engineers, planning teams, and technical specialists who are ready to jump on issues as soon as they are reported. Location does not matter because time does. The aim is to keep customer IT working anytime, anywhere, with no service gaps.
A follow-the-sun support model spreads support teams across multiple geographies so that working hours overlap continuously around the world. When one regional team finishes its day, another picks up active tickets without interruption. Intwo runs this model with teams across three global offices and ten locations spanning the US, Europe, and Asia. The result is that customers always have a live support specialist available, since the sun is rising somewhere on a part of the team that is just starting its shift.
Intwo provides 24/7 support through a follow-the-sun model built on three global offices and ten locations spanning the US, Europe, and Asia. The mixed pool of talented support engineers, planning teams, and technical specialists rotates coverage so that issues get picked up the moment they are reported. Whether the problem involves infrastructure, security, or servers, the right experts are always available. Combined with strict best practice procedures and industry-leading SLAs, this structure keeps customer IT running anytime, anywhere on the planet.
Raising a support ticket with Intwo is straightforward. Customers call the support team and create what is known as a reactive ticket, entering some basic information about the issue. The support team then takes it from there, allocating the right experts depending on whether the problem is infrastructure, security, server related, or something else. The process is designed to be low friction so that customers can focus on running their business while specialists work on the resolution behind the scenes.
Intwo categorises support tickets across four priority levels, working similarly to an emergency room. Priority 1 is critical, meaning all systems are down and nobody can log on or work. Priority 2 covers issues where one application within a hosted environment fails, like a reporting tool blocking access to data. Priority 3 involves two or three users having application issues such as login or access problems. Priority 4 is non-critical, usually involving individual cases like password resets or single login errors.
For a Priority 1 incident where all systems are down and nobody can log on or work, Intwo treats it as all hands on deck. Our team provides on-demand support, pulling in the right expertise to resolve 90 percent of the issue within the first hour and fix the issue entirely in under eight hours. This rapid response reflects how seriously we treat business critical outages, since downtime in modern operations translates directly into lost revenue, productivity, and customer trust for the affected business.
Intwo offers all customers uptime guarantees for both infrastructure and application levels as part of an industry-leading Service Level Agreement. These guarantees apply with no questions asked, which gives customers genuine confidence that the platforms running their business will stay available. Combined with priority based incident response, the SLA structure means customers know exactly what to expect when issues arise. The guarantees also align Intwo’s commercial interests with customer interests, since the company is incentivised to prevent issues rather than just respond to them.
Intwo’s security council is a dedicated team that upholds some of the strictest possible best practice procedures across the customer base. The council exists alongside the experienced operations team and brings specialist attention to keeping customer data secure. All recommended security updates are applied regularly to the servers we look after, so vulnerabilities get patched before they can be exploited. The security council reinforces our commitment to protecting customer data and complements the broader 24/7 support model with focused security expertise.
Intwo offers customers access to self-service portals that put control back in their hands, including Cortex, SPS, and the Intwo Portal. The Intwo Portal provides billing and licensing control and grants complete self-service capability. Customers can create new customer accounts, order and provision CSP licenses for Microsoft Cloud Solutions, create users, manage billing, find relevant product information and marketing resources, and let their own customers order additional licenses through the customer panel. Customisation and specific upgrade requests can be discussed with the team directly.
Businesses access Intwo’s 24/7 support through phone lines, ticketing systems, and self-service portals available worldwide. As an Azure Expert MSP and Microsoft Solutions Partner with more than 20 years of experience and over 1,000 enterprise customers across 40 countries, Intwo backs every engagement with a follow-the-sun support model, priority based incident response, industry-leading SLAs, and a dedicated security council. Domain experts cover manufacturing, distribution, retail, real estate, and professional services. Whatever the request, the team responds whenever and wherever it is needed.
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