The purpose of the IT support service is to ensure the smooth running of your IT systems and network on a day-to-day basis. The Support Service may include server and network administration, for example, adding, removing and changing user accounts, setup and configuration of email services, management and configuration of network equipment such as firewalls and routers, diagnosing and resolving issues which cause your computer, software or network equipment to malfunction, software assistance, advice and training and operating system support.

When you require assistance, our technical support team is available from 9.00am to 5.30pm Monday – Friday excluding English public holidays providing technical assistance, fault diagnosis and resolution. You can get in touch with us via telephone or email. In most cases, service requests will be completed by talking through the issue with one of our technical staff and/or allowing access to your user’s computer via a remote connection to our Technician.

To ensure we deliver optimum quality of service, we offer a comprehensive, straightforward service level agreement (SLA), which allows us to assess our performance and demonstrate the value we provide to your business. The SLA also serves to clarify the standards you should expect from us. In order to make our service levels measurable we use a series of simple metrics defining our target response and fix times according to the service level of the problem.