What is the length of your standard IT support contract?

Our fully managed IT support Services Agreement is based on a 3-month rolling contract. Unlike some of our competitors, we don’t tie our clients into lengthy 12 month contracts that cannot be revoked if customer service and support levels deteriorate.  Instead, we retain our clients by providing a consistently high standard of customer care.

What is a Client Success Manager?

Every new client is assigned a Client Success Manager (or CSM). Your CSM is responsible for ensuring that you receive the highest standard of customer care. You’ll be provided with your CSMs direct contact details so you can contact them whenever you wish to discuss your ongoing service requirements. Your CSM will contact you immediately […]

What is your Service Level Agreement? (SLA)

We don’t publish our Service Level Agreement details online because we don’t want to frighten our competitors! If you’d like to find out more about our fully managed IT support services and request a copy of our Service Level Agreement then call us on 01708 390 370, or complete the online contact form below. Our […]

Do you offer a 24/7 IT support service?

We offer 24 hour IT support as an optional service. This service is provided by our Essex-based helpdesk team. Unlike our competitors, we don’t outsource ANY of our services overseas. Instead, our local engineers are on-call so they can provide immediate assistance when you require IT support outside of standard business hours. When you sign up for […]

What if we just require an administrative change?

We ask our clients to provide us with 24 hours’ notice to make any administrative changes. Administrative changes are included as part of your IT services agreement, but they fall outside of the contracted IT support SLA. Examples of administrative changes include creating new user accounts and new email addresses.

What happens if my IT problem cannot be fixed remotely?

We will arrange for a Field Support Engineer to attend site and resolve your issue within the contracted SLA. In most instances, we’ll have someone onsite in the same day.  For issues that are considered business critical, we’ll endeavour to have a Field Support Engineer onsite within the hour.

How quickly do we answer the phones?

We answer all incoming support calls within 3 rings. We will always endeavour to provide IMMEDIATE support by troubleshooting and resolving any new IT issues when they are first reported.