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IT Assistant

Providing Telephone/Remote Support for Servers and PC's/Laptops

  • Covers your Windows Servers and your Windows Client PC's and laptops*
  • Telephone/Remote support allows us to respond swiftly to support calls through investigating problems on the telephone or online. Remote access allows us to resolve software application faults with no need to go to site, as a high percentage of software faults can be resolved remotely.
  • If you require an engineer on site, or ICTS engineers determine that after remote support the issue can not be resolved, there will be a cost for this. A lead time will be agreed as part of this solution but visits do not carry a guaranteed fix time.
  • Dedicated account manager.
  • Any adds, moves or changes required are provided in the IT Assistant package, provide they can be done remotely.
  • On Site network health check once every 6 months - this will give the opportunity to inspect the physical condition of your hardware and infrastructure for peace of mind.
  • Guaranteed 4 hour response time by an Engineer. This is the maximum time you can expect to wait for an engineer to contact you by telephone but response times are typically immediate.
  • Technical support opening hours are 9:00am to 5:00pm
  • Data Resilience Support ' we cover the troubleshooting of failed backups and configuring new jobs, fixing problems remotely where possible.

*Software covered includes Microsoft Windows operating systems, Microsoft Office software and Sophos/Symantec antivirus. Other line of business applications are supported on a best efforts method, and every effort will be taken to resolve issues.