Most customer support today is provided from our Twickenham offices by telephone or by a direct link to our customers' computer systems by broadband.
Good support is probably the main reason that our customers choose to stay with us, and we have been supporting some of our customers for over 20 years. Our goal is to provide a fast, responsive and friendly service, explaining in full (or as much as is required) what actions we are carrying out. We always remember that our customers' systems are just that, they are their systems not ours.
We supply our customers with a full and detailed schedule of all support carried out each month.
Although we use an advanced telephone system, support calls to us are answered by humans; we do not ask customers to enter a sequence of numbers for 10 minutes before they get through. Similarly we answer queries and do not refer customers to FAQs. Finally, our telephone number is a normal landline number not a premium rate 0870 number!
In order to provide single source responsibility, we also offer hardware support. What this means is that whatever the problem, our customer only need telephone one number. We offer varying response times to suit our customers' needs and budgets. These plans normally offer loan equipment, which means that if we are unable to undertake a repair on site we will install an equivalent loan device until the original device is repaired and re-installed.
The hardware maintenance prices also include operating system re-installation and network connection when necessary, the objective being to leave a device fully working.
There is a tendency to think "if it goes wrong I will just buy a new one", but with our low fixed cost maintenance cover you are guaranteed to be up and running quickly, without the worry of being without vital equipment or suddenly having to purchase a new device.
For software support we can offer either annual contract maintenance or ad hoc support. For annual contract maintenance we offer a fixed price for telephone support (but including a fair usage policy) based on the software in use. As an example, the annual support cost for a system running Microsoft Small Business Server and four workstations running Windows and Microsoft Office would be around £350.
Annual all parts, all labour, hardware support for a typical four computer installation, plus a server, laser printer and network switch would start from around £400 depending on exact specifications and response times required.
If you e-mail us with details of the items for which you require support we will respond by e-mail with an itemised quotation.