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IT Support Solutions
7 things you should expect from your IT support company
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1) |
Contactable when you need them. |
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Guaranteed response times. |
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Empathy. |
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Plain English analysis of the problem at hand and outline of the proposed solution. |
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Time guarantees for how long the job will take. |
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Staff that treat you like a business professional, rather than an idiot. |
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7) |
Follow-up calls or emails to check that everything is still working. |
We guarantee that this is the support experience you will get from Solutions Shared, or we'll give you your money back.
Our IT Support Solutions
We provide three levels of IT support solution. All levels are based on a “managed service”, whereby all supported computers are proactively monitored and managed in order to detect potential problems and minimize the potential for, and impact of, any downtime. Our whole service is based on an ongoing relationship, through which we try to push the concept of “We are your whole IT department”, rather than just “The IT fix-it guys that you call when you have a problem.”
The table below provides a quick summary of the levels of IT support contract that we provide.
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TimeBank Support
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Unlimited Support
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IT Outsourcing
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Support Services
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Support Hours
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Pre-paid hours
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Unlimited
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Unlimited
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Telephone Support
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Yes
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Yes
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Yes
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Remote Support
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Yes
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Yes
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Yes
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On-site Support
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Yes
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Yes
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Yes
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Free re-installation of desktops & laptops
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No
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Yes
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Yes
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Infrastructure Management
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Proactive Monitoring
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Yes
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Yes
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Yes
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Security Update Management
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Yes
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Yes
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Yes
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Server Back-up Monitoring
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Yes
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Yes
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Yes
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Remote PC Access
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Yes
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Yes
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Yes
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IT Management
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On-site IT Manager
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No
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No
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Yes
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Service Review Meeting
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Every six months
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Quarterly
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Monthly
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So what is IT Outsourcing?
Essentially, we act as your whole IT department, taking on full responsibility for your IT infrastructure, leaving you to concentrate on running your business.
Within the outsourcing service, the role of your IT Manager is two-fold. Firstly he/she will work to get your systems configured correctly, so as to minimize the need to call on our support services, because, as we all know, having your PC or server out of action for even a few hours can be highly disruptive for your business.
The second role of the IT Manager is to introduce an element of IT strategy into your business. Through this he/she will work with you in order to plan for the future, so as to ensure that you are getting the best value for money out of your IT expenditure. This could include planning for and carrying out installation and upgrade projects, or, for example, assisting with the selection of products and third party vendors and the subsequent project management of any implementation project.
Over time we guarantee to reduce your spend on IT, while at the same time making your IT an asset for your business.
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