What does “unlimited onsite support” mean?
When a support request is raised, for speed and efficiency, we attempt to resolve the issue remotely to get you up and running as soon as possible. Where this is not achievable, we will either schedule an onsite visit, or attend site within the SLA depending on the severity of the issue. We specify the locations covered by onsite support in your contract (your office locations). We also have a fair usage policy, and reserve the right to determine what requires an onsite presence and what can be solved remotely. If it is discovered that to resolve the issue, project work (such as fitting a replacement server), is required, we will quote you upfront for this and close down the initial support request.
What does “unlimited phone, email and remote support” include?
This service is unlimited for all registered users (defined in your support contract), on all of their work (including BYOD) devices. Similar to the onsite support, if the issue can only be resolved by project work (replacing a user’s PC for example) then again, the initial support concern will be closed and we will quote you upfront for the additional work.
What is the purpose of the quarterly IT meetings?
As your IT partner and trusted advisor, we feel that it is necessary to maintain a regular line of communication to discuss the state of IT in your business, upcoming compliance requirements, and provide a retrospective look at the support we have provided in the preceding quarter. These meetings will be with your account manager, someone who is familiar with your infrastructure and the nature of your business. IT is an ongoing process, that if managed correctly, the maximum amount of efficiency can go hand-in-hand with the minimum of cost and will help to mitigate risks to the business, such as downtime.
What “pro-active” maintenance do you perform?
When we onboard you as a customer, we deploy the included anti-virus package, which not only offers protection for your devices, but provides our service desk with key information about the devices on your network, such as operating system version, if a security patch needs to be installed, or if a hard disk is failing. We use this information to pro-actively protect against vulnerabilities, make you aware of upcoming issues that could result in data-loss or degraded performance. We also keep tabs on expiring licenses, certificates, ‘end of life’ products and services and keep you in the loop. Additionally we test new versions of operating systems in our test environment, before upgrading equipment in your live environment.
What is “network management”?
Through both onsite and remote support, we will maintain both your wired and wireless networking. This includes changing WiFi passwords, fixing VPN issues, editing Quality of Service (QoS) rules and other minor configuration issues that may occur. Also included with our Onsite Support offering is presence onsite to physically fault-find issues with routers, switches and wireless access points. The only exclusions to this would be the physical cabling infrastructure (data points, Cat5/6 cables and patch panels), installing new equipment and surveying the WiFi network, as this would be classed as project work.
What is included with new user on-boarding?
If you let us know with at least two weeks notice before a new employee is due to start at your organisation, we will arrange to help you to induct them into the organisation with an onsite visit to introduce them to your IT systems (typically 1 hour). We will also prepare their accounts and access permissions ahead of time with your guidance on their role in the organisation as well as setting up their workstation (can be purchased through ourselves in advance where necessary).
Does your service include anti-virus software?
All of our managed services include enterprise-grade anti-virus software which can be used on PC, Mac, Linux and Windows Server. As part of your on-boarding to our services, we will add supported devices to the equipment schedule and install the relevant software, offering protection straight away. Your devices are then populated in a management dashboard for us to offer remote support and monitoring services when you need it most.
What is “security patching for Windows servers”?
Your server is a vital part of your business’ infrastructure and holds the key to all of your data. As such we monitor these devices to ensure they perform at their best. With our suite of tools we can identify emerging issues with the hardware, approve and deploy critical patches and security updates and have remote access to perform maintenance or changes when it will affect your business the least. As well as physical servers we are able to monitor hosts and virtual machines, even those stored in the cloud.
How do we raise support requests?
We have several channels in which you can raise a support concern with us, including our dedicated helpdesk phone number, support@ email and ticket-logging portal. Depending on the issue and time of day, any authorised user can log support requests with us via one of these channels. Our helpdesk contact details will be provided to you during on-boarding and can be found on our website.
When can we request support?
Our helpdesk is staffed Monday to Friday, 8am to 6pm. During this time the support phone line is available for you to call. Outside of these hours, you can either email firstname.lastname@example.org or log a support ticket on our portal. Close down periods such as bank holidays and the festive period will be defined in your contract and advertised on our website. Upon special arrangement, we can offer out of hours support should you need it for a special event on an evening or weekend, which will incur a nominal charge to cover our increased costs.
Can I add and remove supported users from my contract?
As we charge our services on a per-user basis, your contract will define a list of users who are supported and can raise support requests. This list of support users can be amended at any point to include new users, and we will amend the monthly cost accordingly on a pro-rata basis. Similarly users who leave your organisation can be removed from the support plan at the end of a contract term.
How will I know how much we have used your service?
We want to provide the best service to you. That means courteously handling your requests and setting your team at ease when issues occur. It also means monitoring your usage so that you’re getting the best from the services we provide. Each month we’ll send you a series of reports looking at the usage of our services and breaking down where your budget is going. This forms a basis of conversation for our Quarterly Strategy meetings. As our services are billed monthly it provides you the flexibility to adjust our contract based upon these reports with our consultation. In these reports you’ll see:
- Tickets raised (quantitive and qualitative data)
- Additional billing from other services
- Patches approved and applied to your devices
- Alerts and concerns that have been raised (both by you and from our monitoring tools)
- This is part of what we deliver as a responsible IT provider. We will use this information to identify trends and as your trusted advisor, suggest ways to remove these trends that reduce productivity within your organisation.
What is MDM support?
If you have a Mobile Device Management system in place for your devices, we will provide support for configuration changes to existing profiles, pushing new apps out and remotely locking and wiping devices in emergency situations. We can also manage software updates where applicable from your MDM platform. New profile creation and new equipment roll outs are classed as project work.
Can you help with Apple repairs?
If your Apple devices face an issue productivity suffers. To better assist you we can liaise with an AppleCare to organise a swift repair of your device. Raise a support request through one of our service channels and we will begin the process of resolving the issue for you. If a device can be left with us at our offices, we can then take care of the rest and have a fully functioning device or the next steps required to resolve the issue. If devices are damaged or no longer covered by warranty charges will be incurred directly from Apple (if you already have a business account with Apple, you will be able to pay this on terms or over the phone) This will not be a chargeable extra.
Do I get preferential rates for other services as a contracted customer?
We offer discounts on our professional services when you need an IT project delivering. We can take care of small projects or large and even arrange and manage specialist sub-contractors such as electricians on your behalf.