'It's not just I.T. Support, it's how we support
I.T." |
We provide professional support
services to companies ranging from a single PC and printer to
multi site multi server networks with up to 200 PCs connected
to their wide area network.
Businesses increasing rely on
their IT systems for their day to day operations, whether for
back office functions or real time database and Point of Sale
applications. Downtime costs money.
With a support contract, Reva IT can reduce your downtime with regular preventative
maintenance checks on your servers and quarterly on site health
checks.
Contracts are for a three month
rolling period – no tie in for twelve month as with most other
companies! Service level Agreements are included in the
contract, which is paid by monthly standing order in advance.
Contracts cover any and all labour
required to solve a problem – no matter how long it takes. All
you pay for are any parts or software required.
If you do encounter a problem, we
offer three levels of support: Telephone, Remote and On Site
Over
a whopping 85% of all our support incidents
are resolved by telephone and remote support. |
Telephone Support
Whether you contact us by
telephone or by email via our on line call logging system, your
call is logged on our ticket system database and allocated to an
engineer. You will receive an email confirmation with the nature
of the problem, ticket number and details of the engineer it has
been allocated to. If our plain English speaking technician can
remedy the issue over the telephone, the ticket is closed and
you will receive a second email confirming this. If it can’t be
resolved this way, we can access your computer remotely.
Our internet based remote control software only
takes 10 seconds to install and get up and running. |
Remote Access
Using industry standard software,
we will ask you to connect to a website using a unique ID, which
will allow us to control your PC from our offices. You will be
able to see everything we do on your monitor as resolve your
issue.
In the unlikely event that the
issue can not be resolved this way, such as in the event of
hardware failure, we will despatch an engineer to visit you on
site.
On Site Support
In accordance with the agreed
Service Level Agreement, and engineer will attend your site to
diagnose the problem and endeavour to rectify it whilst on site.
If parts are required, these will be quoted for and supplied,
whilst you only pay for the parts, not the labour to install
them, as all labour is included in the support contract.
Our engineers are discrete and
respectful of your staff, premises and customers and try to
carry out their works with the minimum of disruption to your
working day and workplace. We take customer care very seriously
and try to keep our presence on site as low key as possible.
Preventative
Remote Server Monitoring
Each week, we remotely access your
server to ensure your corporate anti virus is updating and
distributing to your PCs as it should, that no unusual events
have occurred, your back up is completing successfully, your
hard drives have sufficient spare capacity and all services are
behaving normally.
In the event of backup failure, we
will automatically receive an email from your server alerting us
to this, and invariably we can have rectified the issue before
you have even realised you have one!
Quarterly Health
Checks
We believe that prevention is
better than cure! Every three months, we will arrange a visit to
your premises to carry our preventative maintenance an all of
your PCs, laptops and servers, and whilst on site attend to any
niggly little problems you may have that you haven’t felt it
necessary to call us out specifically to address.
Network Audits
If you’re not currently using
Reva IT’s services, but suspect your network may not
be quite up to scratch, we will be happy to carry out an audit.
This is carried out by an MCSE qualified engineer who will
generate a detailed inventory of all of your network equipment,
including specification and software loaded. Analysing this, he
will indentify any deficiencies in your anti virus system, back
up regime, software compatibility, under utilisation of software
benefits, etc.
This is provided to you in a full
report including our recommendations and quotation for carrying
out this work, and a draft support contract should you wish to
engage us to provide continued support for your network.
The cost of carrying out this
survey is fully refundable against the quotation to carry out
the recommended upgrades or the support contract deposit.
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