1. What do your support contracts cover?
2. What operating systems and applications do you cover?
3. We have a specialist application written by a third party. Would you cover that?
4. Do you provide hardware maintenance?
5. So you don’t sell hardware?
6. What’s your typical support customer like?
7. How do you charge for network support?
8. Why do you charge a monthly fee?
9. Are you expensive then?
10. What if I don’t have any budget for network support?
11. How quickly can you respond to problems?
12. How do you respond to problems?
13. What type of files can be protected and stored?
14. How often must my data be stored and protected?
15. How long would the initial process of protection and storage take?
16. How is the data transmitted and securely?
17. Can the Internet be trusted?
18. Can anyone else access my data?
19. Why should I be worried about security?
20. So I need security but I don’t have time to learn about it.
21. How much will a proper security system cost?
22. What’s different about you?
23. What else is different about you?
24. Anything else?
Anything that you could expect to see on a typical network is supported, such as operating systems and applications, servers, workstations, printers, switches, routers, hubs, Internet connections, whole network infrastructures. For any problems with any part of your network, we would be your first port of call.
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We cover all Microsoft operating systems and applications, all versions of Novell, most UNIX and Linux systems and most other major applications such as Citrix, Lotus Notes/Domino and Oracle.
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Many of our clients have specialist application. Some are written and supported by a third party. We can work with the supplier to ensure that everything is running and resolve any problems that may arise.
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No. We will investigate the initial problem and if it turns out that the fault is with the hardware, we will work with you and your hardware supplier to order replacement parts and install them for you, but we do not supply the parts themselves. This is because hardware suppliers are in a much better position to provide spare and replacement parts as they can provide hardware maintenance far more cost effectively than we could. Most companies these days buy hardware with 3-year warranties, so it’s already covered.
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We can supply any hardware, software or licenses you require, but if you prefer to buy your hardware from somewhere else, that’s OK too.
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We have an enormous range of different customers across all industry sectors. Our smallest support customer has only four employees, whilst our biggest has over ninety thousand. The difference is that for smaller customers we tend to look after everything, whereas with larger customers we tend to support specific systems, provide additional support to existing support teams, or provide specialist skills.
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We charge a basic monthly fee which entitles you to a certain number of hours of support or consultancy per month. If you need more support than your contract provides, we are happy to provide it for an additional hourly charge.
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Providing effective network support requires that we know your systems inside out. We need to keep detailed records of how everything is configured so that we can respond quickly and safely when you have a problem. We have remote monitoring systems that can warn us in advance of problems before they become critical. And of course we have to provide sufficient resources so that we always have someone available to deal with your call. All of this costs us money, whether or not you have a problem at any given time. We try to keep the monthly fee as low as we can without sacrificing quality or responsiveness.
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We – and presumably our existing support customers – don’t think so. There are network support providers that charge less than we do and those that charge an awful lot more. We are positioned at the very top of the market in terms of quality and around half way up in terms of cost. Sometimes we carry out work on behalf of other support providers whose rates are two or three times as high as our own, for the same people doing the same work. We’re certainly a lot cheaper than lost data or a day spent without a working computer system. We have come across systems that were so vulnerable the entire business was hanging by a thread. What price would you put on your business?
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It’s simply unrealistic to expect your IT systems to run forever without having any problems and since they are a crucial business asset it’s equally unrealistic not to have them adequately covered. Think of the monthly charge as being insurance for one of your organisation’s most valuable assets.
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Depending on the type of support contract you take out with us, we guarantee emergency response times as low as fifteen minutes. Note that these are contractual response times and so represent worst-case scenarios; we normally respond instantly to emergencies.
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We set up remote links to all of our customers’ sites, either using through a VPN or using ISDN. This allows us to take control of servers and other critical network components within seconds, so that we can respond to problems immediately. A lot of problems can be fixed within minutes, but if we cannot resolve a problem remotely we will go onsite. We aim to be onsite within 4 hours of identifying a problem that cannot be fixed remotely, but it’s usually a lot quicker than that.
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All types of files may be selected.
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It is recommended that this is done daily. In most cases this happens overnight and when the machine is next accessed a confirmation of successful storage would be received.
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This depends upon the volume of data as your operating systems would not need the backup.
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The service provided will connect through your dial-up network connection. This established a VPN connection to the secure data storage.
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Yes. The internet can be trusted. It is safe for your date if the right components are in place such as data encryption, access control, on line backup etc.
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No. Using encryption and access control on line, your data cannot be viewed by anyone. With encryption, only you hold the key that is required to translate the data. Anyone else trying to access it will just see a screen full of nonsense. Only your authorised staff can look at the data. Under the terms of Data Protection Act 1988, you are compliant with the requirements of data storage and transfer.
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Any organisation that has email or an internet connection is vulnerable to the hundreds and thousands of worms, viruses and Trojan Horses going around the Internet. Some of them will destroy data permanently and cause severe problems to your servers and workstations.
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Leave it to us. If you don’t wish to buy the required package yourself, we can cater for your business needs. We can provide the firewall, VPN, virus scanning and any other options that we feel you will need to secure your network.
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This depends on the network system that needs protection. A simple firewall is as little as £300, but can you really put a price on this? The questions that needs to be asked is how valuable is your data? If your data was infected with a virus and left it irretrievable, how would that affect your business?
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No grey areas, no finger-pointing and a pragmatic approach to problem-solving. We see many customers who have been suffering with some sort of problem for months because the hardware supplier says it's a software problem and the software vendor says it's a hardware problem. We don't operate like that. In most cases our customers don't especially care where the problem lies; they just need it fixed. We operate on a "fix it first; discuss it later" basis and we try to avoid grey areas and finger-pointing at all costs.
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Over the years we have built up a good understanding of our customers and what they want from a support provider. The things they want are honest objective advice, reliability, effectiveness, value for money and accountability. These attributes are getting rarer in today's cut-throat, short-term profit obsessed climate - and that's what makes us different. We still believe in the old principles of looking after customers and building long term relationships.
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We have a very unusual mix of clients, from the very small to the very large. This allows us to tailor the advice and services we provide to each clients budget and (just as importantly) to adapt as they grow and as their priorities change. We gain a lot of clients who have grown rapidly and whose existing support providers either couldn’t keep pace with them, or else didn’t have the skills that larger companies need. Our unique client mix also enables us to provide smaller companies with expertise we have gained from larger ones, especially in areas (such as security) which tend to get overlooked by companies below a certain size.
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