On-Site Support
We acknowledge the fact the most businesses often rely on the use of their computer, printer or phone to run their business, and that sometimes IT issues require a technician to visit your workplace in person, often to fix physical problems, such as a broken printer, therefore we will do our upmost to respond promptly and efficiently to ensure that your issues are resolved as soon as possible.
Remote Support
To allow our engineers to solve your problem immediately when an issue arises on your computer, we can install a piece of software on your machine and (with your permission) remotely take control of your machine from our office, this software gives our engineer the same control as if they were physically sat at your computer.
This allows us to resolve issues within a much shorter timeframe.
Telephone & Email Support
Our Telephone and Email Support is included free of charge to any customer who takes out a support contract with us. Our expert team of support engineers are always happy to answer any questions you may have or give advice IT related problems or queries.
Wynyard Business Park: 01740 661066
Discovery Park: 01304 892489
Colworth Park: 01234 867900
Support Email Address: sd@communicateplc.com
Service Desk
Our IT Service Desk is an online portal; this is your first port of call for all queries, requests and issues.
Here you can log queries; this enables our engineers to gather further information in order to diagnose the fault and to resolve your request. It also provides you and your staff with a reference number to assist in tracking the progress of the call.
Our Service Desk allows us to provide you with a single point of contact between your team and our IT Service Management department, this ensures that your query gets delivered to and is responded by the correct engineer for your fault, allowing us to respond to the issue promptly.
By using our Service Desk you will benefit from:
- Monitor status of incidents easily
- Talking to the correct engineer/member of the team
- A dedicated member of the team to manage and escalate incidents
- Quick diagnosis and resolution of your fault/query
- Elimination of 'lost' and incorrectly managed incidents
- 24/7 support via a dedicated web portal
You can find our service desk at sd.communicateplc.com. Here you can log calls as well as check for updates on existing support tickets.
Monitoring & Reporting
We can proactively monitor your network and machines, including servers and workstations, this allows us to identify problems before they arise, allowing our engineers to perform preventative tasks to eliminate downtime and minimise any affect/effect on the business.
In the unlikely event that a problem does arise, our remote monitoring software instantly notifies us about the issues and allows us to fix the issue immediately and prevent any recurring problems from affecting your business.
Out of Hours Service
We acknowledge that some businesses don’t just operate from 9AM to 5PM, Monday to Friday, and we understand that it’s important to ensure that your business IT needs are still met outside of normal working hours, therefore we introduced our out of hour's service.
Our 24x7 emergency support service offers different levels of support, from telephone and email support to engineer calls outs.
Please feel free to contact a member of our sales team if you would like further information on our out of hour's services.
