Support Services
"It is only when they go wrong that machines remind you how powerful they are." [1]
The only thing you can guarantee about any IT System is that at some point, it will go wrong. It could have been configured badly, affected by external factors like heat, or loss of power, or because of a fault in the way it was designed or built. Ultimately, to a business, only one thing matters, getting it fixed.
I offer a number of technical support services, each designed to fix problems long term (not 'band aid' them repeatedly, and charge you for the privilege!)
- Ad-hoc remote technical support. Over 50% of technical problems will normally be dealt with remotely. Calls can be logged via phone, email, or the web, and are tracked using a unique number. Charged at £35 p/hour.
- Ad-hoc on site technical support. Some problems (like hardware faults) will require hands on resolution. Calls are logged using the same methods as above. Charged at £65 p/hour. Instead of a callout charge, travel is charged at £1 p/mile from the office (Huntingdon/£5, St Neots/£7, Cambridge/£20, Peterborough/£25).
- Network Monitoring. A 'eye on your network' which lets me know when you will have, or do have a problem with your network. This allows me, or any technical support provider, to resolve the issue before it costs your business money.
- Escalation point. If it has gone wrong, and you're not getting the help you need for whatever reason, I can intervene. This may mean helping identify the cause and resolution (if there is a communication gap), or in some cases, providing a technically experienced person who can ensure the external support provider doesn't try and evade their responsibilities.
[1] A quote from Clive James, Australian novelist, poet and essayist.
