Support
When your people need help.
- Phone, email and client portal support
- Remote support for most requests
- Scheduled and as-needed site visits
- New starters, leavers and device changes
- Escalation to specialists when needed
Helpdesk
Support from people who already know your environment.
Your calls reach engineers, without a scripted first line. We agree response targets with you up front, and our reports show what was done.
The essentials
What you can hold us to.
You can judge a helpdesk on four things: how quickly it responds, whether the same problem comes back, whether you can see what is going on, and whether there is one person who knows your business.
Every agreement covers all four, and we write the targets down before you sign.
Talk to the team- Agreed response targetsYour service agreement sets response and resolution targets, and we measure every request against them.
- Reporting you can seeRegular reports on requests, response times and the fixes we made. You can also see every request in the client portal.
- A named account managerOne person who knows your business, your systems and your priorities, and who runs the regular service review.
- Monitoring and alertsWe monitor your servers, devices and services, and act on alerts before your staff notice a problem.
Inclusions
What the helpdesk covers.
The helpdesk covers support for your people and maintenance for your systems, with reports on both.
Monitoring and maintenance
Scheduled work that catches faults early.
- Server and endpoint monitoring
- Alert remediation
- Automatic updates and monthly patching
- Backup monitoring and checks
- Endpoint protection and email filtering
Account and reporting
How you see what is happening and what we have done.
- Regular service reports
- Service reviews with your account manager
- Client portal for logging and tracking requests
- Documentation kept current as the environment changes
- Licence and warranty tracking
Reporting
What a monthly report shows.
Every request, how quickly we answered against the targets in your agreement, and the problems that keep coming back, with what we are doing about them.
First step
Start with a conversation about your current support.
Tell us how support works for you today and where it falls down. We will come back with what we would change, and what an agreement with us would look like.
Talk about your supportWhat you receive
- A review of how your current support handles requests
- Where response times and follow-up slip
- What we would monitor and patch that is not covered now
- A proposed agreement with clear inclusions
Questions
Questions about support.
How do our people contact you?
Phone, email or the client portal. Most people call for anything urgent and use the portal for routine requests. All three reach the same team.
What are your response times?
They are set in your service agreement, because they depend on the level of cover you choose. We put them in writing before you sign and report against them.
Do you come on site?
Yes. We resolve most requests remotely. When something needs hands on site, an engineer attends. The agreement includes site visits.
How do we know what is being done?
You get regular reports covering requests, response times and what we fixed, and a service review with your account manager. You can also see live request status in the client portal.