We like to think of ourselves as different
We provide best in class managed services in addition to a full software and support portfolio. And it’s not just the blend of services that makes us stand out. Our approach is unique, built around five key philosophies:
All of our support team have immense knowledge and hands-on experience within their respective fields. They’ve tackled and resolved just about every IT challenge, so you will be in safe and reliable hands
We offer true end-to-end support for everything covered by your Service Agreement. By providing one number to call, we remove the “grey areas” that can exist within complex environments and ensure we give you the resolution or guidance you need.
Our pricing model means that you know exactly what’s covered and the costs expected. We give you the flexibility to add products and services in line with your ever changing business requirements.
Our support packages are designed to meet the demands of your business, offering a range of solutions suitable for companies large or small. We can tailor our services to give you the platform your business needs.
We partner with leading technology providers to ensure we offer our customers choice and innovation. You can be sure that when working with us you will only be presented with industry leading products and services from the likes of Microsoft, IBM, HP and Dell. As a leading managed service provider, we strive to maintain our approved partner status to give you maximum peace of mind.
Neal’s Yard Remedies
“When I pick up the telephone and talk to the support team, they can always help – they’ve never not been able to fix something for me”
Jason Cook, Head of IT.Click here
At an entry level, we deliver a break-fix and proactive monitoring service to address day-to-day IT hardware and software needs. If something goes wrong you can log a support request with us and we will start to remedy the situation. With proactive monitoring, we are always keeping an eye on your environment and you can be sure that we will be in contact with you when a part of your infrastructure isn’t performing as it should be.
Break-fix and proactive monitoring cover many aspects of your infrastructure including:
• Hardware (Servers, workstations and more)
• Internet communication equipment (routers, firewall and more)
• Internal communication equipment (managed switches)
• Mail delivery systems
• Storage devices (Storage Area Networks/Network attached Servers)
• Databases (Microsoft SQL)
And in terms of resilience and reassurance, all our support services and processes have been designed to minimise incidents of systems failure – and if something is wrong, we’ll address the problem immediately.
We offer break-fix and proactive support on two levels:
• Tier 1 (Standard) Monday to Friday 8am-6pm
• Tier 2 (Extended) 24/7
For both tiers, support is delivered by phone, email or onsite engineering visits.
Remote support helpdesk
This is your frontline support team. Based at our head office in Hook, they will handle your request for support, help you prioritise the problem and then either fix it there and then or confirm and agree a resolution. The Helpdesk will also make sure you are kept informed of our progress.
Our field engineers are based throughout the country. They will visit your premises when required, whether software or hardware related. They also carry emergency loan equipment where hardware fails and needs replacing and installing immediately.
Our IT consultants provide expertise across a broad range of technology needs including auditing of existing systems, infrastructure refreshes and end of life strategies. They are also on hand to give solution based advice on new technologies relating to specific business requirements. In short, you don’t need to be experts in technology, that’s our job.