What does our Pre-paid IT Support service include?
The beauty of our pre-paid plans is you buy a set number of hours that can be used for anything you need, including:
- Network support
- Public and private cloud services support
- Server support
- Desktop and laptop support
- Telecommunications support
- Backup services support
- Antivirus and client security
Future-proofing your IT support
Sometimes people start out with Pre-paid IT Support before realising they need us more than they thought! If that’s the case, don’t worry. We’ll happily start the ball rolling on moving you across to a Complete IT support package.
Getting us on board is easy
Give us a bell
It goes without saying that the first step to getting us onboard is getting in touch. Drop us a line, we’re a friendly bunch!
Getting to know you
We’ll have an introductory call to discuss your IT environment basics and your current end-user experience (e.g., type of issues experienced, number of problems). We’ll then organise a remote session on a workstation or server to take a deeper look at the environment and decide if further on-site exploration is required.
The ideal plan
Our Pre-paid IT Support is sold in packs of 10 hours of remote support and comes with a standard 8+8 SLA (8 hours response + 8 hours fix), so once we’ve got to know your IT needs inside out, we’ll suggest the number of Pre-paid IT Support packs you might require.
See our pricing guide here for more details
What we need
We’re more than happy to walk you through every step of the process – after all, you’ve come to us because we’re the IT experts! However, it’s always handy if you can collate a few key pieces of information before our discovery session.
- How many business premises does your IT environment cover?
- Do you have any on-premise servers? If so, how many?
- How many Desktops/Laptops do you have, and are they PC or Mac?
- What operating system are they using?
- Do you currently back up your data to the cloud or on-premise storage?
- What type of internet service do you have (eg Fibre-to-the-cab, lease line)?
- How is your networking infrastructure set up (e.g. firewall, switches, wireless access points)?
- Do you need us to support any printers?
- Where are your emails hosted (e.g. on-premises, Office 365 or Google Mail)?
- Do any of your users need to work remotely?
- Will you require support during non standard business hours?
Got any questions for us?
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How does the Service Desk work?
If it’s a quick fix ticket – i.e., a password reset or similar – a service desk technician will generally deal with it immediately and the case will be closed within 20 minutes.
If it’s not a quick fix ticket, it will be passed to the most appropriate service desk technician who will start the job and deliver a fix within the service level agreement.
Our pre-paid IT support offering is based on a reactive remote support service only and covers standard business hours of Monday to Friday (09:00 – 17:30).
How quick is the response time?
However, we pride ourselves on delivering over and above our written service level agreements so you can expect your issues to be resolved quickly and efficiently.
All support tickets are given a priority based on their severity and are escalated accordingly.
How proactive are you with support?
A ticket reference is provided for every support ticket logged and can be tracked via email, our online portal or on the phone to one of our technicians
Our service desk technicians will keep you updated on the progress of your ticket and will confirm you are happy with the outcome before the ticket is closed.
We also provide feedback surveys for closed cases to ensure we are delivering on the service we promise.
The call stats are reviewed regularly by the service delivery department to ensure we are providing the best possible end user experience. The call statistic information will also be used for service review meetings (depending on your contract) and will go towards building a long-term IT strategy roadmap.
How much does IT support cost?
Do you have 24/7 support?
Out of hours support is not available with our Pre-paid IT Support service so if you feel this is a ‘must have’ for your business, take a look at our Complete IT Support service instead.
What our clients think…
“I have known Phil and Danny for over 15 years, and worked with them and AMiTEK on many different projects, within many different roles and businesses, over the years. Their service is first class, and their ability to plan and deliver projects, of all sizes, exceptional. They are the business that I refer all my clients to for any IT needs, and would not hesitate to recommend.”
Alan Murray . Managing Director
Hospitality Finance Management Limited
Want to find out more?
For further information or to discuss your IT requirements, please get in touch with us.
Call us on 01183 244100 or