IT Support

Helpdesk 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, optional same day on-site engineering service and all for a simple fixed monthly fee.

What is Server Helpdesk?

For a fixed monthly payment of £50, you get comprehensive IT support for your server from assistance with setting up the operating system to diagnosis and resolution of software issues.

The service provides unlimited telephone access to our service desk and remote support via the internet. 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, please see on-site service below for details of our call out charges.

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.

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.

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, our call out service is available for £125 which covers travel to site and the first hour and costs £75 per hour thereafter.  Out of normal office hours, these charges are £250 call out and £150 per hour.

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.
  • 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.
  • 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.
  • Server Helpdesk is designed for those customers who perhaps have a new server with a hardware warranty but need the peace of mind of knowing the server is fully supported.