What is it?

Unlike B-Serv this support is based on an agreed price and scope rather than charged in block hours.  This full service option means you have unlimited access to the full resource of our technical staff and intellectual property as long as it is within the scope.   Call us as often as you need.

Who is it recommended for?

Organisations with limited or no IT expertise or regular need for IT assistance who need the full treatment

What does it cover?

• Phone support & onsite engineer
• Any network problem, change, vendor, product
• Software patching
• Monthly reports and quarterly onsite visits
• Proactive monitoring

What are the benefits?

• This is the complete or full service support package
• The comfort of having a guaranteed 1 hour response time
• No need to batch your enquiries, unlimited time within the agreed scope
• More cost-effective than a full-time IT employee
• Monthly system & usage reports provided for easy auditing
• No differentiation between senior or junior resources, between troubleshooting and configuration changes or between phone or onsite support
• No extra charges for travel time
• Extended hours of coverage outside of normal business day
• Remote monitoring alerts you of potential problems and operates around the clock

How do I engage support?

Our helpdesk will work to solve your problem rapidly.  If the helpdesk can't solve your problem remotely, in a rapid timeframe we then despatch a field engineer to arrive on-site.  Every case you raise is logged in our CRM against your account so we can track trends of problems.  This process also generates an email so you know when a case has been opened, closed or updated.  You can view the status of your cases online via username and password at the self-service portal.