|Unlimited telephone/remote support||Guaranteed on-site response|
|24/7 infrastructure monitoring||Scheduled on-site maintenance visits|
|Hardware break/fix services||On-site cover for IT staff absence|
Our support packages are always tailored to meet the specific needs of your business rather than just offering you predefined options. We will engage with you to understand which elements of our support services and structures may work best for you, based on our many years of experience of supporting numerous different types of organisations both large and small; will listen to your feedback; and will then follow up with a detailed proposal document to meet those requirements.
On being awarded your support contract, a free-of-charge site visit will take place, with a minimum of two engineers to gain familiarisation with your site, staff and IT infrastructure, and to carry out a hardware asset audit which will be logged into our help desk to enable an efficient support and incident tracking system. We will also manage the status of vendor hardware warranty and software maintenance and notify you prior to any expiration thereof, and offer you any extension or renewal options available.
These engineers will also act as your primary contacts for telephone and remote support and any scheduled or support-related site visits.
Implementing this kind of process relieves the obvious potential consequences of reliance on a specific single engineer (which you may get from a one-man-band support arrangement) whilst maintaining a close working relationship with a smaller number of engineers who are familiar with your site and your staff, offering you the associated benefits that this kind of arrangement brings.
This enables us to provide a consistent and superior support service over competitors who may dispatch to site - or connect you through to - any number of individuals from a large pool of resources who may have no previous experience whatsoever with your site, infrastructure or staff.