OK to GO - Computer Support & Services

Like you most businesses want to maximise the investment they have made in their IT departments. This is especially true during economic slow-downs. That's why at we pay particular attention to understanding what your business requirements are before recommending a solution.

We offer support via a combination of telephone helpdesk, remote management, onsite visits and proactive, scheduled maintenance.

The helpdesk is open from 9am to 5.30pm Monday to Friday (a "24/7" option is available if required) and is provided on an unlimited usage basis (that is, you can call regarding a supported machine as many times as you need without incurring additional charges). For workstations, there are a number of options available including a 4hr, 8hr and 24hr response SLA (service level agreement). Servers are supported either on a 2hr or 4hr response basis and we recommend that the remote management option is taken out (remote management is also possible for workstations if required). Please find more details about each of the services below.

Remote Access Support Using remote access management software, we can provide remote support for the PCs and servers. With the remote access capability in place, the engineer can dial-in to the PCs with the permission of the customer (the customer can control these access rights if desired) and take control of the machine as if he were physically at the desktop. This allows him to look at event logs, change settings and other tasks to try to determine the cause of the problem.

On-site Support In the event that a problem cannot be resolved remotely, an onsite support incident can be used and an engineer is dispatched to the client’s site. An incident is valid for 4 hours, which is usually adequate to resolve most problems, unless the fault requires replacement of a hardware component (covered by the hardware manufacturer's warranty) or a software patch or upgrade. We can also provide this service on an hourly rate structure.

Server Maintenance In order to keep the network servers functioning optimally, it is important that they are maintained. Over time the performance of a server will deteriorate, for example, the hard disk will be increasingly used up, the requirements placed on the RAM(memory) can increase, user accounts can become obsolete, and tape backups can fail. In order to maintain the network servers, we can provide quarterly or more (or less) frequent ‘health checks’. We would add or remove users as and when you needed them or alter user rights.

Audit Report At the beginning of the support period, we carry out a full system audit which looks at the hardware, software and performance of your existing systems. This information is recorded in our Client Support System, giving the support engineers faster access to information about your network. For an additional fee, we can document the audit results and provide the company with a report, including our recommendations for the system based on the results.

Account Management To ensure that the computing environment is able to cope with the demands being placed on it, it is vital to continuously look ahead and make or revise plans based on the expected growth of the company, changes made and overall usage patterns of the system. This process will involve ongoing telephone contact as well as quarterly visits to your offices to meet with members of your staff, discuss your expectations for the future - the technical implications they will have and make plans for dealing with these changes. These periodic visits will also provide a good opportunity to discuss any other issues relating to our services in general.