Outsourced IT Support Services in Scotland

Preventative Maintenance

Firstly we must state that we are not just there to act in the event of a problem. The key to good IT Support is preventative maintenance. This involves a range of duties designed to ensure a problem does not occur in the first place. Problem solving therefore should be few and far between once we begin our own preventative maintenance procedures.

These include;

Creating baselines of your Workstations and Servers for future reference
Monitoring Performance of Workstations, Servers and Network Devices
Monitoring System Event Logs
Ensuring the latest Service Packs are installed
Ensuring Anti-Virus and Anti-Spam software is up-to-date
Ensuring Security is correctly addressed overall, including Firewalls, Routers and Switches
Monitoring Performance of your Network Connectivity
Monitoring the Performance of your Hosted Services (Websites, Email etc..)

Most of these duties will be performed in the background leaving you unaware of our presence and able to continue working as normal. To that end however, we will provide you with a "System Administration" report at the end of each month electronically so that you can monitor what we are doing. (The report is easily readable as we avoid filling it with technical terminology).

Problem Rectification

Should an immediate problem arise however, we will quickly react and deal with it. Our call-out times for problem rectification have been consistently under 4 hours.

We take a methodical step-by-step approach to problem rectification which includes:

Attempt to diagnose and rectify via Telephone - Some issues have been quickly solved on the phone, but if this is not possible then escalate to next step
Attempt to diagnose and rectify via Remote Access - We can access your desktop using a secure internet connection, however for obvious privacy reasons we cannot just access whenever we want, you must allow us control. If still no joy escalate to the last step
Carry-out a Site Visit - A qualified engineer will visit you on-site

Telephone and Remote Access rectification is purely available more for the advantage of quick rectification. If you would rather talk to somebody face-to-face, this is not a problem, just ask us.

Planned Maintenance | Routine Visits

As time goes by there will be a requirement for us to conduct scheduled site visits, either for planned maintenance or discussion to see how things are going. Our visits will always be scheduled around your time, this includes working evenings and weekends if required (in fact we are finding this to be more commonplace as our clients do not usually want to be disturbed during their working day unless there's a problem).

Planned Maintenance and Routine Visits can involve upgrades to hardware and software, installation of new systems or you may just want to discuss future projects in mind or a list of required tasks. Either way we always strive to work around you.

Contact us for more Information

Simply contact us and we will be happy to provide you with more information.