services and solutions
Due Diligence
The initial appointment is to ascertain enough information to advise a suitable support package and annual budget. At this stage we are looking to understand as much about your business, people and infrastructure as we can in order to help us understand the technology solutions you have and require to support your business functions.
Proposal
Based on the Due Diligence process we will develop a thorough understanding of what is needed to meet your business requirements.
If your systems are unstable and in need of upgrading these will be quoted for, but we do not sell unnecessarily and if your current systems are performing well, in warranty and servicing the business requirements , we will not suggest needless upgrades.
Ongoing Support will be quoted from our portfolio of Support Packages and we will determine which is the most appropriate for your business needs based on the information gathered from the Due Diligence process.
Transition Management
Once the decision is made to move to us we need to ensure the transition is seamless and that business interruption is not caused. This usually involves lockdown of your systems to ensure your current supplier has no access, however depending on the existing relationship this is not always necessary on day one. We may need to perform upgrades to workstations / servers to ensure we can offer the service levels we have agreed upon, especially with remote access and existing issues that may need dealing with
Once the transition is complete we will then be in a position to begin supporting your business and staff. After a few weeks of supporting your business we will then hold a transitional review with yourselves to ensure the level of service we are providing meets your expectations. This is also an opportunity for us to tailor your packages based on our experience of your business during this phase.
Account Management
You will be nominated an account manager who will be your point of contact for new projects, budgets, non technical issues and is responsible for ensuring we deliver the service levels you expect
Technical Account Manager
Each customer has an allocated Technical Account Manager whose job it is to maintain your technical documentation, and are also your prime point of contact for any technical issues. By having a single point of contact who understands your business, we can ensure your issues / queries are resolved as efficiently as possible with minimum impact on you.
Help Desk / Onsite Calls
New calls are logged into our support centre via telephone or email, here they are logged into our support database by our engineers. If remote support or some instruction is needed this will be given instantly by a qualified engineer, if it is an onsite request or deemed more suitable onsite then your Technical Account Manager or other Senior Engineers will be allocated at an agreeable time. When the support call / site visit is completed the call will be closed, and a closing summary will be sent to you via email.
Project Management
Any projects such as office relocation / expansion, database development, server replacement, desktop rollout will be managed by your Account Manager, along with a relevant technical resource.
