Support
Remote Support
Our remote support means that (with your authorisation) we can securely connect
to your systems and remotely control your servers and desktops. This
allows a member of our technical support team to access the system remotely and
resolve the problem quickly and without fuss.
Helpdesk Telephone Support
We can provide unlimited telephone and email support between 9am and 5:30pm
Monday to Friday (excluding public holidays). If you combine the remote support
option too then we will be able to view the remote user's screen, with their
permission, which will greatly speed up the time taken to resolve the issue.
On-site Support
If it is not possible to resolve a problem via remote support or by telephone
then the On-site Support option means that an engineer can be available on site
within a guaranteed response time. The response time will be determined by the
problem severity. The severity will be jointly agreed by the caller and the
helpdesk engineer at the time of the call.