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Token-Based Support

Expert support when you need it most

Not every organisation needs a fully managed service. Sometimes you need specialist expertise to resolve a critical issue, validate an important decision, or provide additional capacity during a busy period.
 
Token-Based Support gives you access to experienced technical specialists when you need them. Whether you're responding to a major incident, troubleshooting a complex issue, or planning a significant change, you can quickly access expert support across your technology estate.
 
With access to specialists across Microsoft, Check Point, Cisco, HPE, VMware and Citrix technologies, you'll have the reassurance of knowing expert help is available whenever you need it.
 
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A flexible safety net for your IT team

Technology issues rarely arrive at convenient times. Token-Based Support provides a straightforward way to access expert assistance without committing to a long-term managed service contract.
 
It helps you:
 
  • Resolve critical incidents faster
  • Access specialist knowledge when internal expertise is limited
  • Support your team during periods of increased demand
  • Gain independent guidance on complex technical challenges
  • Access support 24 hours a day, 7 days a week

How it works 

Choose a token pack that matches your requirements and use support when you need it.
 
Tokens are purchased in packs of 5, 10, 20 or 50 and remain available for up to 12 months. Each token provides up to three hours of remote specialist support.
 
Support can include:
 
  • Incident investigation and resolution
  • Technical troubleshooting
  • Remote assistance
  • Specialist advice
  • Support for approved upgrades

 

You'll also receive regular reporting to help you monitor support activity and token usage.

Why organisations choose Token-Based Support 

Expert help on demand

Gain access to a broad team of certified specialists without the overhead of maintaining every skill in-house.

24/7 availability

When business-critical issues occur, our service desk is available to help you engage the right technical expertise quickly.

Flexible and cost-effective

Only pay for the support you need. Token packs provide a predictable and transparent way to access specialist assistance.

Visibility from start to finish

Track incidents and requests through our ServiceNow portal and stay informed throughout the resolution process.

Making the most of your investment 

As your needs evolve, your support arrangement can evolve too.
 
If you move to a managed service during your agreement term, unused tokens can be credited towards your first year of service. Alternatively, unused tokens can be converted into Professional Services consultancy time during the agreement period.
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What is not included?

Token-Based Support is designed for reactive support and technical assistance. It does not cover services such as project delivery, solution design, hardware maintenance, on-site support, or work involving unsupported products and applications. Specific exclusions apply and can be discussed with our team.

Talk to our team about the right Token-Based Support package for your organisation and gain confidence that experienced support is available whenever you need it.

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