Question 1

How long does onboarding take?

Accepted Answer

Onboarding typically takes between 1-2 weeks, depending on the complexity of your systems and your specific needs. During this time, we ensure all systems are set up correctly and that your team is fully trained on how to request support and use our services.

Question 2

What should I do before calling for help?

Accepted Answer

Before calling, please ensure you have basic information ready, such as the specific issue, any error messages you’ve received, and what actions you’ve already taken. This helps us address your problem more quickly and efficiently.

Question 3

What kind of systems do you support?

Accepted Answer

We support a wide range of IT systems, including network management, software installation and configuration, hardware troubleshooting, cybersecurity, data backup and recovery, Windows and Mac operating systems, cloud platforms like Microsoft 365, and a variety of industry-specific software, especially for architects and engineers.

Question 4

What if I need something changed?

Accepted Answer

If you need any changes to your systems or configurations, simply raise a support request with the details of the change, and we’ll get it sorted as soon as possible. We’ll also advise if there are any impacts or additional considerations.

Question 5

What happens if you can't fix my problem?

Accepted Answer

If we can't resolve your issue remotely or through standard troubleshooting, we’ll escalate the matter to our senior engineers or arrange for an onsite visit if necessary. Our priority is ensuring minimal disruption to your operations.

Question 6

How can I keep track of tickets or issues?

Accepted Answer

You can keep track of your tickets and issues through our helpdesk portal, which gives you real-time updates on the status of your request. You’ll receive notifications when the status of your ticket changes or when further action is required from your side.

Question 7

How are users actually supported?

Accepted Answer

Our support team provides assistance through various channels, including phone, email, and online collaboration tools. We also offer remote troubleshooting and, when necessary, onsite visits to resolve more complex issues.

Question 8

What happens if we have an issue out-of-hours?

Accepted Answer

For out-of-hours issues, you can raise a support ticket through our helpdesk portal, and our team will address it as soon as business hours resume. For critical issues, your account manager will escalate the matter to an IT support engineer, ensuring a swift response even outside normal working hours.

Question 9

Do you offer 24/7 support?

Accepted Answer

Yes, we offer 24/7 support for clients who choose our premium service packages. For businesses that need round-the-clock monitoring and response, this ensures any critical issues are addressed immediately, no matter the time.

Question 10

How do you handle data security and privacy?

Accepted Answer

We take data security very seriously. All of our processes are aligned with industry best practices, including encryption, access controls, and regular audits to ensure your data is safe. We also follow any specific compliance requirements relevant to your industry.

Question 11

How quickly can you respond to IT support requests?

Accepted Answer

Our response time varies depending on the severity of the issue. For critical problems, we strive to respond within a few minutes. Non-urgent requests are typically addressed within a few hours for non-contract customers, and based on the agreed Service Level Agreement (SLA) for contract customers. We have SLAs in place to ensure prompt and reliable support tailored to your business needs.

Question 12

How can your managed services benefit my business?

Accepted Answer

Our managed services ensure that your IT infrastructure is proactively monitored, maintained, and supported, allowing you to focus on your core business. We help reduce downtime by addressing issues before they become critical, improve security through regular updates and backups, and offer expert support whenever needed.

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