Support

IT Support Contracts We can offer "break-fix" IT support contracts which have no hidden fees or extras. Contract costs are based on number of units covered; unlimited IT support calls can be made throughout the duration of the contract. You will only need to pay for any work that is considered new. Our guaranteed response time is 4 business hours for server incidents and 8 business hours for workstation incidents.

Rapid Response
We are able to offer faster than standard guaranteed response times on business critical equipment, for example, high level management PCs or accounts and payroll PCs.

Remote support
We are able to fix many problems without actually visiting your site. This makes for a very efficient service saving you time and money. Support is not limited to this option and if it is clear the problem cannot be resolved remotely then an engineer will visit your site promptly to resolve the issue.

IT Support Bank
If you do not wish to be tied to a support contract we are able to offer IT Support Bank units which are similar to a "pay as you go" system. You simply purchase a number of IT Support units and use them when required and top up the units as needed. One unit will be used per remote support incident. If a site visit is required then two units will be used. You can even mix and match our products. In other words you could have an IT Support contract on your server(s) and use IT Support Bank for your workstations. Please note guaranteed support times for IT Support Bank is 8 business hours.

IT Support Call Logging
All IT Support incidents are logged on our intranet system allowing us to track the progress of each incident. This logging also allows us to search previously resolved incidents and is used as a knowledge base. We will soon be launching a customer portal to this system whereby you can check the progress of a support incident and view incidents in the past as well.

Monitoring
We have an automated monitoring system to alert us to customer's problems as and when they happen often allowing us to fix the problem before they are aware of it. All IT Support Contracts are eligible to have backup status, antivirus update status and Microsoft Exchange database size monitored at no extra cost. On top of this we can offer an additional multitude of checks as well as reporting. We can customise the checks to suit your needs and you only need pay for what you use.