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Further Information
Supplementary IT Support (working alongside your IT department)
What do you do when you have an IT issue or project that you are lacking experience in?
An in-house IT team facing a new challenge is always going to be affected by limited knowledge and a lack of exposure to varied networks. Online Support offer you the opportunity to bridge this gap by allowing you to tap into our vast pool of skills, thus eliminating your risk.
Our supplementary IT support service is also there to help you when you are faced with periods of high demand or low resources.
Online Support can provide a bespoke, cost effective solution. With our extensive technical expertise, competitive range of flexible service level agreements and established track record for proven service delivery, Online Support can offer invaluable assistance in supporting and maintaining your IT infrastructure.
Our 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 - Pre purchased support agreement
With a pre-purchased support hours Service Agreement you purchase a fixed number of hours on a quarterly basis. The more hours you pre-purchase the lower the cost per hour. 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 unavoidable IT issues we provide proactive systems] 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 - Fixed Price Support
Normally for supplementary IT Support a pre-purchased support hours Service Agreement is the most suitable support model on offer, however we can provide fixed price support agreements for specific systems, servers or applications.
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 developed 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 Help Desk 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.
