​As a Canadian founded company Jolera believes in ubiquitous support across all provincial and global regions. This key trait has ensured our investment in bilingual support staff coupled with ticket management in English and French interfaces.

​Managing and exceeding user expectations is a challenging task to juggle in our technology dependant workforce. To help clients understand the type of experience and response/resolution time’s users can expect we have designed 3 different SLA categories that can be mixed and matched across organizations. These SLAs are extremely aggressive and can only be matched by high performing help desk teams like Jolera's.

​The Support-I.T.™ product is broken down into two main service categories. The first is our onsite team of tier 1 and tier 2 representatives. We encourage our customers to buy onsite services in bulk hours and preschedule the visits as needed. Tier 1 Support is focused on user interface and basic server maintenance while tier 2 is designed for advanced server maintenance and work. The other major category for Support-I.T.™ is the help desk services made up of three tiers (silver, gold, executive) that can be customized on a customer and user basis. The help desk services includes tier 1 - 3 escalation and uses our remote control tools to assist in connecting to complete troubleshooting and necessary work.

​Key investments have been made over the past few years to upgrade our incident management tools to allow for better tracking of issues, pattern recognition, easy access to client portals, and great SLA tracking mechanisms. In addition to these key advances Jolera's ticket management tool also excels in thorough reporting that has allowed us to further evolve our team into the high performing group it is today.