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Fully Outsourced IT Support
With core business processes increasingly reliant on technology, choosing an IT support partner is, arguably, one of the most important decisions any organisation makes.
If you don’t have an in-house IT team, Online Support can offer you a fully outsourced IT support solution.
With our extensive technical expertise and experience, competitive range of flexible service level agreements and established track record for proven service delivery, Online Support can manage your complete IT infrastructure from core systems to specialised technical areas.
Whether you are looking for a ‘Pay As You Go’ or a ‘Fixed Price’ support package, Online Support can provide a bespoke, cost effective solution for all your IT Support requirements.
Our fully outsourced support service delivers:
Rapid response - through our remote access support service and guaranteed on site response times.
Maximum uptime – through proactive system monitoring and maintenance.
Efficiency – through our helpdesk manned by experienced and qualified engineers.
Transparency – through quarterly activity reports detailing all work undertaken.
Ownership – through a dedicated account manager.
Option 1 - Fixed Price Support
The benefit of a fixed price support agreement is that you can budget more accurately for your IT support costs.
For this reason our fixed price support model includes unlimited remote support no matter what the issue or request is – no questions asked. With modern day remote access technologies almost all faults can be resolved remotely. For those that can’t, we will immediately dispatch an engineer on-site.
This kind of arrangement is much more transparent and is easier to manage for both parties when compared to the fixed price contracts of other IT support companies where only certain hardware and software is covered.
To prevent avoidable IT issues we provide proactive system monitoring and maintenance, identifying potential issues before they can escalate. When an issue is identified we alert you and undertake the necessary work.
Option 2 - Pre-purchased support agreement
With a pre-purchased support hours service agreement you purchase a fixed number of hours on a quarterly basis at a discounted rate - the more hours you pre-purchase the greater the discount. At the end of each quarter we will provide you with a detailed Support Log Report setting out the number of hours used and the specific work undertaken within that time. Any hours that are not used within that quarter can be carried over to the following quarter. Should you use more hours than those purchased then the additional time will be charged at the same discounted hourly rate.
We work closely with you to evaluate the size, complexity and resilience of your IT infrastructure 
in order to establish an appropriate level of service cover from the outset. This is regularly reviewed to reflect your actual usage and any planned upgrades or projects that may influence your future support requirements.
To prevent avoidable IT issues we provide proactive system monitoring and maintenance, identifying potential issues before they can escalate. When an issue is identified we alert you and undertake the necessary work. The time taken to resolve the problem is then deducted from your stock of pre-purchased hours.
Contact us
For more information about how Online Support can help you with all of your IT support requirements, including network support, complimentary IT services, and IT projects like exchange migration please contact us on 0208 232 1190.
Helpdesk
An efficient helpdesk system is critical to an effective IT support service. At Online Support we take our helpdesk very seriously and have an in-house helpdesk software system to enable our engineers to work more effectively.
At the outset of any support agreement we undertake a complete audit of your network, documenting your network infrastructure, your software, your warranties and 3rd party software agreements. This information is entered into the helpdesk system so that our engineers have complete visibility of your set up. Furthermore, through our early warning renewals system, your account manager will notify you of any 3rd party licence agreements or warranties as and when they become due for renewal.
Our helpdesk staff are ITIL certified which endorses our commitment to best adopting practice in the provision of IT Service Management.
There are no frustrating queuing messages - the Online Support helpdesk is continuously manned by real people from 8.30am to 6.00pm and can be reached either by phone or email.
We grade support requests according to four levels of urgency, ranging from critical through to minor and respond accordingly. Response times can be customised to suit your business needs.
