Support & Rollouts · Service 10 of 11
IT Support & Maintenance.
Downtime does not book appointments. It happens at 4:55pm on the Friday of a long weekend, and what matters then is who picks up.
Businesses without an internal IT team, or with one that should be working on the business instead of resetting switches at midnight.
The value of a support agreement is not measured on the days something breaks. It is measured on the days nothing does, because somebody was watching the things that fail slowly: the drive throwing errors for a month, the UPS whose batteries quietly stopped holding charge, the switch running hot in a cupboard nobody opens.
That is the difference between monitoring and maintenance. Monitoring tells you the room is on fire. Maintenance means it does not catch. We do both, because a business that only hears from its IT provider once something is already broken is paying for the wrong thing.
When something does break, our team is available around the clock, remote and on-site. And because we built a good deal of the infrastructure we support, the person who answers does not need three hours to work out how your network is put together.
- We audit what you have first, so support does not begin with an archaeology project.
- Monitoring goes on the things that fail quietly: drives, batteries, temperature, uplinks.
- Scheduled preventative work, not only reactive callouts.
- 24/7 response for the things that cannot wait until Monday.
Questions
IT Support & Maintenance, answered honestly.
How quickly do you respond?
Standard response is within four business hours, with expedited one to two hour response for urgent issues. For emergencies we get a technician on-site as fast as we can. Our team is available 24/7, not on a rota that starts at nine.
Do you support infrastructure you did not install?
Yes, and it is a large part of what we do. We start with an audit so we know what is actually there, since inherited environments rarely match their documentation. Once we know what we are supporting, we will tell you plainly what is healthy and what is a problem waiting to happen.
What is in a maintenance agreement?
Regular inspections, preventative maintenance, monitoring and priority support. Standard and customised plans both exist, because a single office and a fifty site network do not need the same thing. The point is that we are looking at your infrastructure between incidents, not only during them.
Related
Often done at the same time.
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