Is it really 24-hour support?
Yes. This is genuine 24/7 IT support. We don't answer support calls in our pyjamas or crawl out of bed after letting the phone ring for two minutes. We know that 'on-call' doesn't quite cut it when it comes to 24/7 support. You need fully alert engineers in an office, who are ready to take your customers' calls at any time of day. When the phone rings, we answer quickly, pull up the customer details and get straight to fixing a problem without yawning.
Who do I speak to if there's a problem?
Accountability is an important factor when outsourcing anything. We'll protect your reputation and deliver our services to the highest possible standards. That doesn't mean we can promise that mistakes won't happen - it's technology, after all. We have our own systems and processes to ensure internal accountability and points of escalation, so chances are we'll pick up on any issues before it reaches you or your customers. Saying that, we'll always have a senior point of contact available to you when you have any concerns.
Fixed fee would be on a per seat/user basis yes, at £25 per user. Most MSPs start on the ticket model though.
No additional fee for 24/7; you can use IT support tickets right around the 24-hour cycle.
How long does the process take?
As an MSP, you'll understand that handover timescales can vary. Six weeks is probably a safe estimate for a standard setup. This gives us enough time to learn your services, systems and customers and get set up.
We can do better than that! All support phone calls are answered in well under five mins - our usual call waiting time is under 45 seconds.
How do I get started?
Our blog on the seven steps to white labelling your IT support desk shows you just how easy it is to outsource your support desk. Of course, feel free to give us a call or email and we'll talk you through it.
Where are your technicians located?
Our techs are in Peterborough, London and Dubai, with Dubai providing the majority of the global OUT OF HOURS support.
Per incident would be when you go above your 20 tickets per month, and it's simply £25 per ticket over and above.