01502 569086
IT Support
Telephone & helpdesk support
Remote desktop assistance
Site Support – Managed Solution
CTC offer a comprehensive range of support services to suit every type of requirement but more importantly ensure that you have peace of mind that
you have industry experts looking after you and your systems.
Site Support – Managed Solution
To keep your company’s IT running at peak performance you need the confidence that someone is managing what goes on in the background as well
as problem solving day to day software issues.
If your IT system fails, the productivity of your company is reduced considerably.
Our Managed Solution includes maintenance of your servers, email, file sharing structure, security, permissions, and user base.
Routine
regular administration checks on your server, Anti Virus signature checks, Backup log reviewing, and Event log checking and clearing.
Updating your windows based servers with Microsoft Service Packs and Security Patches.
Users have access to our telephone and email
helpdesk system where we help to resolve any issues they may have with their Workstation or Microsoft Software. Using our secure remote desktop
assistance we can normally fix the problem without the need for a site visit getting you back up and running in the quickest possible time.
Our support hours are Monday to Friday 08:30-17:00, excluding public holidays. Out of working hours contracts are also available. Site support is a
remote service it does not cover any onsite time.
Helpdesk Support
Unlike other competitors out there, we provide online helpdesk support for our clients. The helpdesk allows clients to ask and track technical
questions asked in regards to an existing system, get advice or help with installing and setting up software. Questions are usually answered
within 2 to 4 working hours. To create a user account to use our helpdesk, please click here.
Other
support contracts are also available with different service level agreements, please contact us for more details.
Telephone Support
CTC provide instant technical support over the telephone as all are put straight through to the technical support department. Calls are answered
by experienced computer technicians, all with a wide range of knowledge and with individual areas of expertise.
If an instance occurs that
the technician you connected too is unable to assist you then they will connect you to the relevant person who can. If the relevant person is
engaged with another technical issue or is unavailable, then a call back request is automatically sent to them with your contact information and
they will contact you when they become available.
Remote desktop assistance
When a client needs desktop or server support we use a secure remote connect to allow us to remote in and try to fix the problem.
We can
remotely control any PC anywhere on the Internet. No installation is required, just run the application on both sides and connect - even through tight
firewalls. Is a very secure solution. All versions feature completely secure data channels with key exchange and AES (256 Bit) session encoding, the
same security standard used by https/SSL.
It uses integrated file transfer that allows us to copy files and folders to and from a remote
partner - which also works behind firewalls.
Round the clock monitoring
24x7 Round the clock monitoring checks your critical systems every fifteen minutes. Whenever a problem is detected, it sends an email or SMS alert showing the exact nature of the problem directly to us. This allows us to act quickly to prevent any disruption or downtime caused by the problem.
Offsite Backup – Full Server Imaging
Duplicate your point-in-time backup images to a local drive, network drive or to an off-site location. Save your backup images locally for rapid disaster recovery. Replicate backup image files to an off-site location for archival purposes or in the event of a catastrophe.
Server Support – Software Recovery
In the event of a mechanical breakdown of your server we guarantee an engineer will respond within 4 working hours.
Two levels of support are available:-
Standard Hours covers the costs of on-site time and travel, you pay for the parts.
Hours covered Mon-Fri 09:00 – 17:00 excluding Public Holidays.
Extended Hours covers the costs of on-site time and travel, you pay
for the parts. Hours covered Mon-Sun 08:00 – 20:00 including Public Holidays.
We will restore your Operating System, Software Applications,
and Configuration and Restore any backup data you have.
Workstation Support - Recovery
We will repair mechanical breakdown of your workstation and monitor. It guarantees an engineer will be on site within 8 working hours. Two levels
of support are available:-
Gold Support covers the costs of parts, on-site time and travel.
Silver Support
covers the costs of on-site time and travel, you pay for the parts.
We will restore your Operating System, Software and reconnect it to
your network.