IT Support

Compete IT Support

Don't let server issues prevent you from doing business. With our Server Helpdesk, you get unlimited access to our telephone helpdesk technicians, assistance with server configuration and set-up, remote diagnosis and repair of server system faults, on-site engineering service including all parts and labour charges and all for a simple fixed monthly fee.

What is Complete Server?

For a fixed monthly payment of £75, you get complete IT support for your server, everything from assistance with setting up the operating system to diagnosis and resolution of software issues, and if a hardware failure is diagnosed that cannot be fixed remotely our fully trained and experienced field service technicians can provide onsite repair service as required. Any parts required to repair your server are included in the price. So there is one monthly fee to cover any support issues, hardware or software. Complete server also includes active server monitoring, so your server is being monitored 24 hours a day. This proactive service allows us to reduce server downtime to an absolute minimum and schedule preventative work before problems impact on your business.

How it works

Once a contract is in place simply call our service team, our computerised call system will record all the details and provide a call reference, you then speak to one of our experienced service desk technicians who will assess the problem and where necessary guide you through setting up a remote access session. They can then look at the problem live on the server while you watch or more importantly allow you to carry on with other critical work. When our Active Monitoring detects a potential problem our technicians can be working on the problem immediately following any alerts that the system may have generated, we will contact you to let you know of any issues, usually after we have fixed them or are in the process of solving them.

Helpdesk support

Our helpdesk is operated through-out normal office hours, however for those customers who need it we can provide the option of 24 hours a day, 7 days a week.

Active Server Monitoring

We continuously monitor your network, including servers and server applications such as MICROSOFT Exchange and SQL Server. This gives us a real-time view of your server and network infrastructure, including device availability, performance data and utilisation statistics. Often we can identify and resolve issues before they become serious problems. If it is critical to your business we can monitor it and let you know when it may have a problem.

On-Site Service

Occasionally, when a server problem occurs because of a faulty piece of hardware we will need to come on-site to replace or repair a part. Our mobile technicians provide a professional 'on-site' support service, and they will ensure your server is repaired as efficiently as possible. Standard service is 8 hour on-site response, but this can be uplifted to 4 hour or 7 x 24 hour cover should this be required.

Key Features

  • Telephone support, our dedicated helpdesk can provide immediate telephone support as soon as you need it, you have unlimited access and the service is not provided over a premium rate line.
  • Continuous network monitoring, including servers and server applications such as Microsoft Exchange and SQL Server. This gives us a real-time view of your server and network infrastructure, including device availability, performance data and utilisation statistics.
  • Operating system support, Server Helpdesk provide support for all Microsoft Windows based operating systems, as a certified Microsoft partner we can provide you with fully up to date support for any operating system problems.
  • Exchange and Email support, Server Helpdesk covers Exchange Server and gives you complete peace of mind that your email service is fully supported.
  • Remote support, this operates over a fully encrypted secure connection allowing our Helpdesk to diagnose, patch and implement any changes remotely to keep your server running.
  • Guaranteed response to support issues, Immediate access to our helpdesk support technicians, remote support via the internet for rapid response to server issues and using our monitoring server we can start work on a support issue before it has become a problem to you, no automated call queuing, no premium rate lines and no hanging on the line waiting.
  • All parts and labour and call out charges are included for on-site hardware repairs, so you have a fixed monthly fee for any support.
  • Support handled by fully accredited service technicians, our expertise is in support and we maintain our technical expertise by having a constant training and development plan to ensure we are fully up to date; we are also a Certified Microsoft Partner giving us access to Microsoft TechNet and support services.
  • Regular service performance reviews, we constantly monitor our service levels and will provide you with regular performance reviews, these meetings are opportunities to discuss contract and service to ensure you are getting the services you require.
  • Flexible contract administration and invoicing terms. Contracts can be invoiced monthly or annually to suit your needs.
  • Complete Server is designed for those customers who need to know that their server is being actively monitored; downtime is kept to a minimum and all for a fixed monthly fee.