Why are you better than other solutions or support companies?
We care about providing the results you need quickly, whether it’s a fault to be fixed or a new system to be installed. We invest in skilled staff who are second to none technically and who also recognise the importance of customer service. We call you back when we say we will, turn up on time and keep you informed of what’s going on. (If this isn’t true of your current support company, perhaps you should give us a call). We will give you a straightforward opinion of what you need for any upgrades or new systems rather than try to make you buy more technology than you need.
Which other operating systems do you support?
Most of the businesses we support use Windows 98, 98, ME, NT, 2000, XP, Novell Netware 3.x and 4.x and Linux. Our engineers also have experience supporting AS400, Novell 5.x, IBM mainframes, DEC VMS, SUN Solaris and a host of other systems.
What sort of companies do you work for?
Our customers range from small offices of three people to multinational companies with thousands of staff. They can be working in any business or be a public sector organisation or a charity. For the smaller companies we act as the main IT resource whereas with larger companies we work to support the in-house IT department and provide specialist skills or extra manpower when needed.
What proportions of your staff are technical?
80% of our staff are engineers qualified and experienced in a range of IT disciplines. Everyone in our organisation, bar the admin and accounts staff, come from a technical background.
What happens if I have a problem outside office hours?
Calls are directed to duty engineer who will be able to handle any incident outside office hours.
How quickly can you respond to problems?
You will almost always get through to someone technical who can help with your problem straight away at connect IT, since most of us are engineers. For our contract customers we guarantee that we will be on site if required within eight hours for small problems and within four hours for major problems affecting all users. That’s the worst case, in practice we can often act much more quickly. At all times we put the customer first and will do our utmost to help as quickly as possible.
How do you charge for IT services or support?
For web solutions
Its always depends upon client requirements. For More detail, contact the connect IT office.
FOR SUPPORT: We offer our services in three different ways
Pay on Use - No contract to sign. You pay an hourly rate whenever you need help.
Fixed Monthly Fee Contract – After an initial stabilisation we cover faults and errors for a monthly fee calculated per machine.
Package of Hours Contract – Guaranteed response times. Preferential hourly rates. Covers faults and project work.
Can we have the same engineer each time we need services or support?
If the customer wishes, we will provide a dedicated engineer to handle their needs. We do however ensure that a second engineer is familiar with the site too and of course any one of our staff can access the site documentation and problem tracking systems, which we maintain to allow any one of our engineers to get up to speed quickly
How do you support customers?
The customer will contact us by phone or email. They will usually speak to a skilled engineer immediately. We don’t employ help desk staff who do nothing but take calls and pass them on. As well as telephone support we use remote control tools, which allow us to resolve problems on your computers quickly and without losing time in travelling. However, we don’t hesitate to go on site if a problem can best be solved that way.
All calls are tracked on our help desk system so that we can ensure incidents get resolved in good time and nothing slips between the cracks.
For further assistance, contact the connect IT office or send an email.
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