Support Services
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 Our Managed Solution includes maintenance of your email, file sharing structure, security, permissions, and user base.
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.
Server Support
Our server support service includes routine administration checks, such as monitoring and clearing event logs. We ensure your Windows-based servers are kept up to date with the latest Microsoft Service Packs and Security Patches.
In the event of a software breakdown, we guarantee that an engineer will respond within four working hours.
The service covers the cost of on-site labour and travel. Standard service hours are Monday to Friday, 09:00 – 17:00, excluding Public Holidays.
Provided you have maintained a proper backup of your server, we will restore the unit to its last backup point. This restoration includes your Operating System, Software Applications, Configuration, and any backup data you have.
Hardware cover may be provided under a manufacturer’s support warranty. Please note that our services do not cover hardware faults or repairs unless specifically included in your support contract or provided on an ad-hoc basis for equipment we supply.
Workstation Support
To ensure your workstations remain productive and efficient, we offer two distinct support levels: Gold Support and Silver Support. Both options are designed to address your technical needs, but with different scopes and delivery methods to best suit your requirements.
Gold Support
Gold Support is our comprehensive workstation care package. It offers both software and hardware assistance, ensuring that any issue—be it a faulty device or a software malfunction—is promptly addressed. A key feature of Gold Support is its onsite service: a technician will visit your premises to diagnose and resolve issues, minimising disruption to your workflow.
- Scope: Software repair, hardware repair, and reconfiguration
- Delivery: Both remote and Onsite support—technicians come to you
- Benefits: Fast, hands-on resolution for both hardware and software issues; ideal for critical workstations and users who require minimal downtime
Silver Support
Silver Support provides a reliable and efficient solution for software-related challenges. This level focuses on addressing software errors, performance issues, and workstation reconfiguration. Silver Support is delivered remotely, allowing our technical team to assist you quickly and efficiently without the need for an onsite visit.
- Scope: Software repair and reconfiguration only
- Delivery: Remote support via secure online tools
- Benefits: Cost-effective and timely response for software issues; best suited for users comfortable with remote assistance and who do not require hardware repairs
Which Option is Right for You?
Choosing the right support level depends on your needs:
- If you require both hardware and software support, or if you prefer having a technician onsite for peace of mind and minimal downtime, Gold Support is the best choice.
- If your needs are limited to software troubleshooting and you are comfortable with remote assistance, Silver Support offers a cost-effective and efficient solution.
How to Get Support
Both Gold and Silver Support options offer easy access to our technical team. Simply contact our helpdesk to log your issue, specifying your support level, and we’ll take care of the rest.
Availability and Stock
Replacement is strictly subject to stock availability. If a part is not in stock or cannot be sourced through normal distributors, replacement may be delayed or not possible
Offsite Backup – Full Server Imaging.
Our backup solution ensures your servers are fully backed up, with backups running every hour between 08:00 and 18:00, Monday to Friday. These times can be customised to suit your needs.
We back up everything, including the Operating System, Programmes, Data, SQL, and Exchange. In the event of a total loss, we can rebuild your server onto a completely different hardware platform or even virtualise it for you.
The off-site disaster recovery (DR) option duplicates your point-in-time backup images to a secure 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.
Managed Antivirus and Malware Protection
ThreatDown is the comprehensive business-oriented section of Malwarebytes. It provides a range of products designed to meet the needs of businesses looking to secure their devices and safeguard their data. With ThreatDown, businesses can ensure that their systems are protected against a range of threats, including malware, ransomware, and other malicious attacks.
3rd Party Agreements
Microsoft Office 365
We can supply and administer all Microsoft 365 subscriptions.
Arcserve ShadowProtect and Disaster Recovery
Purchasing the annual maintenance agreement ensures that you will receive all updates and new versions that are released within the next year. It is strongly recommended, as new versions often contain valuable new features and bug fixes.
HPE CarePack Services Renewal
The renewal of your HP CarePack extends HP’s hardware support for your server, in the event of a hardware failure HP will send out an engineer within the nominated Service Level Agreement (SLA). We will coordinate with them on your behalf to get the server up and running as soon as possible.
Used in conjunction with our Server Support contract you will not pay a thing should your server go wrong.
Domain Administration
Registration and renewal of your domain name including email services, DNS services, Email and Web Forwarding plus technical support.
Used in conjunction with our Server Support contract you will not pay a thing should your server go wrong.
Website Hosting.
Domain name administration plus web space to hold your website.
