How do we contact you for computer support?
You can contact us by telephone or email. Telephone is quicker and you will usually get to speak to an Engineer there and then but where not, a call will be logged and you will be called back very quickly. We can even provide you with a dedicated Engineer with a mobile telephone number if you prefer.
How much involvement will you need from me?
We try to minimise any disruption to your work. But occasionally we may have to ask you to follow a few simple instructions. Anything that requires more effort, we are able to visit you onsite at a time suitable for you.
How do you solve the problems?
For simple issues, we can instruct you over the telephone so you can fix the problem under our guidance. For more difficult issues, we can connect remotely to your computers using an ADSL internet connection and you can either watch or leave us to fix the computer direct on your computer. For anything that requires an onsite visit, we will come to your premises at a time that suits you. Basically, we do whatever is necessary to keep your business up and running.
How do you prioritise our support with other customers?
We have three levels of priority to help minimise downtime for our customers; High - where the whole office cannot work, Medium - where one person cannot work, Low - where there is a work-around that enables you to continue working.
We are not local, is distance a problem?
No. We have a customer in Germany! With telephone and remote access support, distance is not a problem. Of course, if onsite is necessary, that can be arranged.
Do we need a broadband connection?
For remote access, yes. Although, we can still provide you with telephone and onsite support if broadband is not possible.
How much does support cost?
Pricing is bespoke as it depends on what services you take from us. We offer fixed price and pay as you go prices, whatever is best for you. Fixed price is cheaper and you do not have to worry about unexpected support costs. But some businesses choose not to have a 12 month fixed price and pay a higher hourly/daily rate.
Why is routine maintenance so important?
Computers are complicated systems that do eventually go wrong if you do not maintain them. We ensure your computers and software run at optimum performance by continuous maintenance. We identify potential problems to save them actually occurring.
We are happy supporting our workstations internally, but would like additional support on the server only. Is this something that you do?
Yes, we understand that some businesses already have expertise in-house so we are happy to provide support for servers only.
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