IT support services
As an IT partner, we work with you to identify the best type of support, whether that’s supplementing your in-house team, or a proactive monitoring service. Our customers are increasingly choosing our proactive support package because of its ability to check automatically on business critical services, security status and server issues (to name but a few). This means that many issues are resolved before human intervention is needed, and the problem ever reaches the classroom.
In terms of contract, we don’t tie you in to lengthy periods; we prefer to let our service speak for itself. Termly reviews give you the opportunity to provide feedback, and we use this to improve our support service.
Qualified IT technicians
Agreed Service Level Agreements (SLAs)
Our team undertakes regular training to ensure they deal with issues efficiently and safely. Our technicians are enhanced DBS-certified and endeavour to provide excellent customer service, underpinned by our core values.
SLAs are agreed with you at the outset of us working together so you know what to expect. We do not focus on ‘response time’ (the time it takes to log your issue) like many other providers, instead we focus on ‘up-time’ and how quickly we can resolve your issue the first time round (‘first-time fix’). This is the best indicator of performance.
No lengthy contracts
We want our customers to stay with us because they like what we do, not because they are tied into a lengthy contract. Our standard contract is 12 months, so you have flexibility to choose year-on-year. If we’re delivering a high quality service, we’re confident you’ll want to stay with us anyway.
Flexibility
There’s a range of support packages available to meet your requirements, including ad-hoc support, regular site visits by our technicians, proactive monitoring and a fully managed support service.
We know that you want to maximise time in the classroom so we offer out-of-hours support so that you can flag problems outside of teaching hours.