What qualifications make your IT engineers so special?
All our computer support specialists are Microsoft Product Specialists, Microsoft Certified Desktop Support Technicians and Microsoft Certified System Engineers. This means that they have passed a high level of accreditation that demonstrates they are extremely knowledgeable in fixing, installing and configuring any component of a Microsoft network.
Since we predominantly specialise in supporting Microsoft networks, this level of knowledge and experience should give you the confidence that you are in safe hands.
How do I contact you to resolve a computer problem?
As soon as you subscribe with us, you will be given a minimum of 2 dedicated IT engineers and 1 customer service advisor. Your Customer Service Advisor will call you to introduce themselves, explain our service to you and answer any questions that you may have.
In the event that you have a computer problem, you can either log this with your Customer Service Advisor, speak directly with your dedicated IT engineers or contact your engineer through your toolbar tool that we provide to you.
Is remote computer support better than other IT support options?
With remote IT support, there is very little that you have to do other than in some instances, making us aware of the issue. Your dedicated IT engineer undertakes all the work and logs the outcome on our system.
Other benefits include instant response, whereby you are not left waiting for somebody to turn up and fix your machine. By using remote support, it provides you with an instant solution to your problem. There is very little downtime, no expensive call-outs and peace of mind in the knowledge that there is always someone instantly on standby, who can resolve any issue that may arise.
If you consider that remote support is usually a quicker solution and much more cost effective than other IT support options, then it would be hard to justify any other form of IT support.
How does remote computer support actually work?
Remote computer support is achieved through a ‘remote desktop connection’. This gives us access to view your computer screen and securely fix most computer and network errors over the Internet. We cannot access your machine or network without your permission and this is achieved by entering a 4 digit secure code that we give you. If you do not enter the code, we cannot gain access.
Once we have access you can watch what our IT engineers and doing.
What service level agreements do you offer?
Our key service level commitments are:-
- 30 minutes response time to call you back in the event that a query is raised.
- In the unlikely event that you cannot make instant contact to your dedicated IT engineer, we commit to a 10 minutes response time for an engineer to remote desktop to your network.
- 1 hour to fix minor incidents which are defined in our Terms and Conditions.
- 4 hours to fix major incidents which are defined in our Terms and Conditions.
- If you would like to discuss this in more detail, then please speak to our Customer Services Representative using the online contact form on the right
Why do you offer 24/7/365 support?
We offer this for two reasons:-
- Some business trade outside of normal business hours.
- If required, we can make updates to your system, out of hours, ensuring that there is no downtime.
How do I know that your IT technicians aren’t accessing my files?
We have the facilities to view your computers only when your machine is switched on and only if you have granted us access. Once we have access, we can view files, amend setting and push information to your computer. We cannot pull data from your computer.
Further to this, we are registered with the Data Protection Act. This means that we have a duty to ensure that the data you provide us with is kept confidential and is not distributed to any third party.
If your IT technicians can access my computer or network, what is stopping other people from accessing it?
Our sophisticated technology ensures that all data sent over the internet when we have established a connection is encrypted. This means that you are under no threat from unauthorised attack.
Also, should you decided to use our service, we will ensure that your network is fully secure from external unauthorised access. We will check to see that you firewall, anti-virus and spyware is properly configured and that you are fully protected.