AMVIA Support Team
AMVIA's support team provides managed IT helpdesk services for our clients. This page covers how to reach us, what to expect when you raise a ticket, response time commitments, and how the escalation process works.
How to Get Support
Contact the helpdesk
Raise a ticket by email, phone, or through the client portal. Provide as much detail as possible about the issue — what is happening, when it started, and how many users are affected.
Ticket triage and assignment
Your ticket is triaged against our priority matrix and assigned to the appropriate engineer. You will receive an acknowledgement with a ticket reference immediately.
Resolution and closure
Our engineer works the issue to resolution, keeping you updated throughout. On closure, you will receive a summary of what was done and any recommended follow-up actions.
What Our Support Covers
End User Support
Helpdesk support for user issues — password resets, application problems, device setup, Microsoft 365 questions, and general IT queries.
Proactive Monitoring
AmviaIQ monitors your environment 24/7 and automatically raises alerts for issues before they affect users — reducing reactive ticket volume.
Network & Infrastructure
Support for network equipment, servers, connectivity circuits, and cloud infrastructure. Fault diagnosis and escalation to carriers where required.
Security Incidents
Priority handling for security alerts — potential breaches, suspicious activity, and malware incidents are escalated to senior engineers immediately.
Microsoft 365 & Cloud
Support for Microsoft 365 applications, tenant configuration, licence management, OneDrive, SharePoint, Teams, and connected cloud services.
VoIP & Telephony
Support for hosted VoIP phone systems and Microsoft Teams Calling — including handset issues, call quality problems, and number management.
Not yet an AMVIA client?
If you are looking for managed IT support for your business, speak to our team about what AMVIA can provide.