IT Support Services
IT support and engineering expertise for virtually every technology in your IT infrastructure.
Manage all aspects of the IT support services from design, consultancy and installation to maintenance services and a complete managed service, covering technologies such as voice & unified communications, security and wireless with support on devices that include servers, desktops, routers and switches to name a few.
** In-house support and skilled engineering resources for every technology needed within your organisation is often not an economically viable option.
** A new project may require skills that do not exist in your current team and timescales make increasing your headcount unrealistic. Hiring additional full-time staff present significant overhead costs.
Support Service & Contract Types
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Service / Help Desk
Technical support for your network from standard business hours to 24/7 service desk operations. Incidents can be fixed through secure network connectivity or on-site engineering.
On-site Services & Support
IT engineers and support staff work on-site to carry out consultancy, support and project work.Engineering
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Maintenance
Hardware & Software coverage
Range of vendor and technologies covered; hardware support across Server, Communications, Security, Storage and Desktop technologies.Operational Management Resources
Outsourced CISO security managerWhen you don't have the time or experience
- Executive-level resource to help you:
- Get more accomplished
- Assess your risks
- Ensure compliance
- Perform due diligence
- Investigate breaches
- Oversee remediation
- Ensure vendor compliance
- Train & guide your staff
Business Continuity & Disaster Recovery Services
Need to implement a service on standby in the event you suffer a disaster?
Become operational again with 48 hours.
- Hands on experienced professional approach - working with you immediately to minimise disruption to your business.
- Emergency alternative premises
- Recover backup data to hosted datacentres.
- Included PCs and Laptops, so that your staff can continue working
- Telephone and email systems provided
Managed Services
Locations
- UK (National) & Europe
- Beyond by request
SLA Driven Service
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Fixed Contract & Pay As You Go services
Contracted support can either be setup on an annual term or the term of a specific client project. Either way, this will be a pre-determined agreement to perform and deliver services based around agreed hardware, software, service level agreements (SLAs). An inventory or audit of the clients IT assets are recorded and a systems baseline health check will also be signed off, before the final support contract is agreed, to ensure the agreement on the clients I.T. systems current ‘state of health’.
If client does not wish to engage in a contract, but does want to bolt-on support onto their existing support team, services provided on a Pay As you Go provision typically carry a premium rate. Typically this service is only called upon in emergencies
Voucher Based Support Service
Provides clients discounted rates on support / engineering service hours and days booked in advance. For example you can purchase 25 days’ worth of vouchers in advance and will be used up depending on the level and frequency of support / service used. Vouchers do not expire and therefore can be carried over into subsequent financial years. Vouchers can be purchased in blocks and multiples of £5,000 and £10,000.
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On-site Call Out Per Hour
- Minimum 2 hours, Sub 4 hour response time.
- During business hours, per hour (minimum of 2 hours)
- Evenings and Saturdays, per hour
- Sundays and Bank Holidays, per hour
On-site Support Staff
These engineers or help desk staff can be placed on monthly or full term annual contract positions troubleshooting every day issues and support projects.
Remote Support Via Telephone, Email or Remote Access
Offering sub 2 hour response time (timed in 15 minute blocks). This service carries a premium over our contract support service. These costs could be reduced by purchasing units of credit from our voucher scheme.
Security Support Services
- Security solutions managed services
- Security Intelligence & Labs support
IT Infrastructure Support
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End user devices
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Vendor Support
Microsoft
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VMware
Support
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Cisco Support
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- Engineers are vendor-accredited, with broad areas of technical expertise.
- UK and global base resource locations.
- We cover events such as deployment projects, long term sickness, employee leave, and provide experienced project management.
- Our service desk, provides you with first line and second line support and expertise.
- Services all supplied under SLA.
- This approach offers simplified resource management through an OPEX model.
Product & Solutions Support Coverage
Typically all new solutions (mix of hardware and software), specific products and services come with a 1 or 3 year technical support contract on either 24x7 or business hour 8x9 terms, providing you access to experienced and accredited support personnel. Software updates and hardware replacements can be incorporated in the contract coverage.
Software Maintenance
Contracts includes access to vendor software releases. As part of the service, as soon as the update is available for download, an email notification is automatically sent.
Hardware Replacement
Extended Coverage
We extend maintenance support to products that are out of warranty or at the end of life, helping to prolong the life span of your IT assets throughout the world.
Service Levels
The level of hardware replacement required can be suited to individual business needs, for example, 4 hour technician on-site.
Nationwide Spares Locations
Parts stock and engineers located across the UK (EMEA and world-wide contracts available on request).
Please contact us to discuss the SLA options and support requirements
Vendor Specific Services
Cisco
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Security
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Infrastructure
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Disaster Recovery & Business Continuity
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Procurement Services
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Digital Audio / Visual Systems
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Project Management
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Training Services
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