West-Technologies offer you a mix of IT support packages as detailed below, this enables us to work with you to select the best package for your business so we are working with you as part of your team whenever, wherever you need assistance.
The Packages we offer are tailored for your business needs and are split into 4 categories PLATINUM, GOLD, SILVER and BRONZE, select the links to see what's included in each or call us and we can run through with you over the phone or set up a face to face meeting with you.
From our support office we offer an in-house helpdesk to our clients from Corporate offices to SME's along with our Retail clients where we are support a mixture of stores throughout Europe. Our helpdesk hours runs 24 hours a day, 7 days a week with escalation to on-site service where required. We use AutoTask platform for logging all calls in detail from which we can keep a full history of ticket history, build a knowledgebase for your estate, manage our internal resource whether to remotely assist or schedule an engineer to attend site to support your issue. Tickets can be opened by sending an e-mail, phoning dedicated helpdesk number or log through the client portal. You can then monitor your call through our client portal to ensure you are seeing real-time updates.
Our helpdesk is backed by service levels which will be agreed based on your requirements.
Most issues these days can be fixed fairly quickly remotely however from time to time we would need to dispatch an engineer to your site, at this stage we have very competitive pricing rates both hourly and daily.
Regular business briefings
We will meet internally on a weekly basis to monitor your support calls and look for any trends and inform you as and when these issues come to light.
On a monthly basis we can send you an executive summary report that gives real time information about the hardware in your estate highlighting any outstanding or potential issues.
If required quarterly reports can be issued with an overview of calls raised and response times. Along with a report to showing what if, any work need to be carried out and if there are any training requirements. We will meet with you on a quarterly basis to review your calls at a location to be determined. Please let us know if you would like this to be added to your agreement.
2nd and 3rd Level Support
In addition to our team dealing with first level IT support issues we also have a 2nd and 3rd level team available to escalate technical issues and resolve. These team members also act as a point of escalation while we have team members out on site.
West-Technologies offer a range of IT support services European wide giving a break fix solution to maintain your IT hardware where we can offer the following services.... Sev 1 - to be on site within 4 hours, Sev 2 - Next day service, Sev 3 - three to five days on site.
· IT Support
· IT Installation throughout the UK and Mainland Europe.
· 24/7 Device Monitoring including Anti-Virus, Firewall, MS Updates, Hardware Life Expectancy
· Telephone and online Helpdesk Support
· On site support available throughout Europe
· Break fix dispatch service
· Internet connectivity
· Hardware failure
· Basic office applications advice
· Resolution of virus and spyware infections
· VPN links
· Cisco / WatchGuard Firewall Support
· Telecoms issues, lines and PABX Systems.
Within contract we can monitor the hardware installed at each location within your estate. This includes Servers, PC's and laptops ensure software is kept up-to-date and patches managed. It also enables us to keep tabs on your anti-virus and firewall to make sure everything is 100% updated, we can push software updates to your devices to ensure security is kept updated.
In addition we can monitor other network devices sitting inside the firewall to ensure everything is accounted for and if anything goes offline we will receive an automatic notification enabling us to be working on an issue potentially before you notice something has stopped working.