How we do it
Your business systems and IT are at the centre of everything you do, so ensuring you get the right help when you need it is critical to everything we do for you.
We've invested over £100,000 in our Systems to make sure you've got the right support at the right time Having the right software is only half of the story though - being able to manage and support you efficiently and effectively is down to the best practice and common standard which we apply to every part of our estate 
Communication
The one hour call-back is one of the most important things we do in our business. Reporting an issue when things stop working is fine but how often do you get frustrated wondering when you're going to get that call back or a reply to your email. We promise every request for service or support will get a call back within one hour to advise you of what we are doing and when. Our average call-back wait time is 80 minutes. Our service stats are linked to our website via a live link - click here to find out more! At each step of the way, you'll always receive an email confirmation of what's happened and what is happening next.
iTrac Live
iTrac Live provides 24/7 live monitoring of your system. It manages every PC, every server and every laptop in your organisaton without ever having a day off sick!
Daily Maintenance Schedules ensure routine maintenance, proactive tasks and windows updates are carried out automatically so your system is always up to date and running at its best.
iTrac Live looks out for issues and in many cases fixes the issue itself - on average iTrac Live completes almost 4,000 tasks per day without your staff even knowing.
iTrac
iTrac is our own internal Professional Service Administration System.
iTrac is the heart of our organisation; managing enquires, projects, faults and requests for each client whilst making sure our team are efficiently and effectively looking after you.
iTrac provides all of the reporting and pushes this out to your customer portal, collates and tracks the maintenance tasks from iTrac Live and alerts our service team of re-occurring issues.
Your Portal
Your portal is your gateway into seeing what we do for you.
It allows you to see all the work which the service team have been carrying out, what iTrac Live has done to manage your computer system and provides you with unique reports which give you an insight into the service consumption.
Your staff and users are able to report faults and requests as they arise whilst your finance team can get access to copy invoices and quotations.
Service Levels
Regardless of your size - if you have ten or one hundred and ten users, we provide you with the same level of service.
In addition to our one hour call-back, each fault, request or incident is assigned a service level plan based upon the disruption which is being caused to the business.
We understand that sometimes an incident effecting just one person can have a massive effect on the entire business which is why we assign SLA's based upon the impact to your business.
We've invested heavily in software and technology to ensure that we can provide you with the best possible service. We're one of the leading IT service and support companies for SME's in the region and by thinking smart we can give you great service and great value.
To see how we can help you and your business - get in touch now...Click here or call us free on 0808 178 22 48
