What makes up our various support packages?

Helpdesk Support SQL DB Maintenance
Remote Access Support Moves and Changes
Guaranteed SLA’s Desktop Monitoring
Server Monitoring Desktop Reporting
Backup Monitoring Desktop Control
Antivirus Monitoring Printer Monitoring
Network Control Monitoring Onsite Support
Server Preventative Maintenance Disaster Recovery
Server Status Reporting Email Security
Patch Management Offsite (Remote) Backup
Exchange DB Management

Helpdesk Support

Our own qualified team of engineers – based at our Head Office Support Centre in Worcester – are on standby to take your calls. Our normal office hours are 9am to 5.30pm, Monday to Friday. Because we only provide this service for our own clients, you can be assured of excellent and knowledgeable service from a team familiar with your set-up.

Remote Access Support

Our remote access technology allows our engineers to instantly gain access to your systems – without leaving the Support Centre. This means that we can usually solve any issues whilst you are on the phone, preventing downtime. Depending on your support package, we also use this facility to monitor and repair any issues – often without you ever realising there was a problem.

Guaranteed SLA’s

Whichever support package you choose, you can be assured that we work to a guaranteed set of response times. You can have peace of mind in the knowledge that once an issue is reported or detected, our qualified team will be working to resolve it within the time scales that have been agreed under your contract.

Server Monitoring

Complete remote monitoring of your server – ensuring operation within normal parameters, detecting and addressing any issues that might otherwise develop into a critical problem.

Backup Monitoring

Backup solutions are vital to every business – yet how often do you check that your backup has worked correctly? With our backup monitoring service we are automatically alerted of failures or potential failures allowing us to take appropriate action, ensuring that your backup systems are working as they should.

Antivirus Monitoring

Having an Antivirus package (including Antispam and Antimalware) is an essential part of the security within any organisation. Keeping this up-to-date or understanding its results are often overlooked. With our monitoring service we keep a track of your protection, ensuring that it is being updated, monitoring the results and statistics, warning you of potential hazards or security threats, and letting you know if any element stops working.

Network Control Monitoring

This allows us to monitor network devices such as switches, routers, Firewalls and the like. We can see network throughput, spot bottlenecks and identify potential connection problems before they stop your network from functioning.

Server Preventative Maintenance

Your servers are at the core of your business operations; providing preventative maintenance ensures that they are running as efficiently as possible, by keeping them fine-tuned and helping to make sure any potential threats are neutralised before they have the opportunity to impact on your working day.

Server Status Reporting

This allows us to report back to you on the status of your systems, the issues and potential issues that have arisen, along with the remedies and preventative actions that have been taken to avoid them. It also gives you an insight as to how your systems are performing allowing you to assess where and when upgrades or replacements are necessary, before performance degradation occurs.

Patch Management

Technology is in a state of constant evolution. Firmware and Software updates are regularly available from system and software manufacturers who have detected operational issues. Efficient use of patches means that your systems are protected from known operating issues – which can mean smooth and uninterrupted system use.

Exchange Database (DB) Management

Email started as a fantastic way of keeping in touch and speeding up business transactions, so much so, it is now an essential part of any business system. As such, ensuring your Exchange database is optimised and error free is essential. With this service we can monitor the size and state of this database allowing us to manage and react to any potential issues before they impact your business.

SQL DB Management

Any business that has a SQL based application or database will rely on this for much of their day-to-day activities, whether accounting, stock management or sales management, and therefore ensuring this database is optimised and error free is essential. With this service we can setup database maintenance plans to help ensure the smooth running of this critical business resource, whilst monitoring the size and state of the database, allowing us to manage and react to any potential issues before they impact your business.

Moves and Changes

For many organisations, there will be staff changes, equipment changes or more general alterations as to how they wish their IT systems to function. Some of this can be planned and budgeted for but all too often, it’s an ad-hoc change that will bring unforeseen costs. With our ‘Moves and Changes’ inclusive option, you can be comfortable in the knowledge that these costs are covered under your contract, allowing you to budget effectively and not have to worry about unforeseen charges.

Desktop Monitoring

It’s frustrating when you’re in the midst of a project and suddenly encounter a technical issue that stops you from working. You break your concentration and momentum and have to spend time on the phone, asking for assistance. Our Desktop Monitoring Service mitigates nearly all these potential issues – as our engineers are in constant technical communication with the systems, ensuring developing issues are countered and repaired – without you even knowing it happened. We keep working on the systems, so that you can keep working.

Desktop Reporting

This allows us to report back to you on the status of your systems, the issues and potential issues that have arisen, along with the remedies and preventative actions that have been taken to avoid them. It also gives you an insight as to how your systems are performing allowing you to assess where and when upgrades or replacements are necessary, before failures or performance degradation occurs.

Desktop Control

The devices that are used to connect to an organisation, be it PC, laptop, terminal or mobile, are the portal to its systems and data and as such need to be safe and reliable. They therefore need to be controlled. Each organisation is different as regards the exact levels that they need, however what is possible and the ease with which this can be applied, varies greatly between the methods used. Our desktop control is ultimately flexible delivering pre-agreed settings to users or groups of users allowing them to do all they need for their job role, whilst ensuring the systems cannot be used in a way that could harm the business. For example: You can allow a user to print via USB, but not allow the removal of data with a USB memory stick. You can control application download, installation and delivery, ensuring that only approved and licenced software is installed on your system. You can control the individual settings and configuration of each PC or laptop that connects to your network thus ensuring consistency, security and reducing the support costs by eliminating unauthorised changes.

Printer Monitoring

Your printers provide a vital office function – and sit quietly in a corner waiting for your commands. You may not be printing every hour of the day, but when you need a document you expect it to appear. Our printer monitoring service ensures that your print systems are operating at peak efficiency, with sufficient toner, on standby ready to deliver your documents.

Onsite Support

Sometimes, there’s no substitute for someone being there. So, our teams are ready to be despatched to your offices, to tackle any issues ‘on the ground’. Whilst most issues can be resolved remotely, onsite support provides peace of mind, when you need it.

Disaster Recovery

Disaster recovery systems allow the retrieval of vital information after a failure or crash. Disaster recovery is your insurance against costly data loss and cannot be underestimated. Critical email, accounting data, invoices, quotes, specifications and work in process have a high commercial value. Protecting this data is essential for business continuity in the event of a system issue.

Email Security

Email provides a gateway to your systems, just like a letterbox in a front door. Incoming email can be legitimate – or an attempt to infect or damage your systems. You could be plagued by so-called ‘Spam’ email – junk email that clutters your email server. Your employees could fall victim to ‘Phishing’ or ‘Spoof’ emails, gaining information purporting to be from legitimate sources. In addition, wide-ranging legislation makes you responsible for the email that your employees send out. Stay safe and legal, whilst maximising the efficiency of your mail service, with our range of email security solutions.

Offsite (Remote) Backup

Onsite backup is vital when dealing with localised issues, such as a single PC crash. But, what if the issue effects your entire office? In the event of a fire or flood, your local backup files will be affected in the same way as your other systems. This is the major cause of business failure following such a disaster – the inability to continue to trade due to lost data such as stock lists, purchase and sales ledger, communications and contacts. Yet with offsite backup, a simple reinstallation procedure onto clean machines, in a new or temporary location, means that your business can continue to trade in as little as a few days.