Fully managed IT support

Our fully managed IT support service delivers unlimited remote IT support and engineer’s onsite when required, plus proactive monitoring all at a fixed price.

With fully managed IT support we offer much more value than just fixing IT problems. We work closely with our customers to fully understand their business and provide the right technology solutions that meet their needs.

We provide unlimited support, where our IT helpdesk are always on-hand to resolve any IT problems to ensure that your business can continue to work. Our support is delivered by a highly trained and dedicated team of engineers that are able to communicate effectively with individuals at all levels of technical understanding.

We optimise your entire IT infrastructure so that it performs efficiently and as a result, we also work pro-actively, to ensure that your network performs effectively to minimise any disruption to your network by preventing problems before they arise. We invest in tools that proactively monitor your network and systems; they will highlight any potential issues enabling us to intervene before a small problem escalates into a major one.

Our server status reports are also included within our fully managed IT support contract, they provide a thorough check of your server infrastructure designed to highlight any potential issues before they occur.

We support our customers overall IT requirements, by managing day-to-day services, providing long-term advice through IT consultancy and delivering exceptional value in one complete IT Solution. We consider ourselves part of your team, at the core of your business ensuring that your IT network is taken care of so that you can focus on growing your business.

 

Why should you switch to Fully Managed IT Support?

Fixed IT Support Costs

With your IT support costs fixed for the year it makes it easier to predict and control your company’s IT budget. You never have to worry about the expense of repairing a network or PC problem, as these services are provided to you within your fixed fee support contract. We offer PC support from £17 per machine per month.

Lower IT Support Costs

With unlimited support based on the number of servers and/or PCs you have, your fixed yearly cost can save on your usual IT support expenditure. From £17 + VAT per month.

Reduced Costly Downtime

Chances are, we will prevent major network issues from happening in the first place. With server status reports that we run on a monthly basis, we can catch many of the problems before they interrupt your service, meaning that any downtime can be prevented.

The onus is on us!

As we support your entire network and resolve major system failures it is in our interest to ensure your network is performing efficiently. Our dedicated team are always here on hand to assist your business with any IT needs or queries. We pride ourselves on our customer service and always ensure that we deliver high-quality and efficient IT consulting and support.

Whats Included

 

Management and monitoring service

Network admin

  • Network administration and configuration.
  • Assistance creating security policies.
  • Full documentation of your network.
  • Server and network and system updates.

Support

  • Unlimited telephone and remote support.
  • Guaranteed fast response times.
  • Unlimited onsite IT support.
  • Unrestricted hardware & software support.
  • A dedicated account manager.

Consultancy

Fully Managed IT Support FAQ’s

Yes our Fully Managed IT Support service delivers telephone and remote support and engineers onsite when required.

Our helpdesk are always on hand to resolve any IT problems to ensure that your business can continue to work.

Our support is delivered by a highly trained and dedicated team of engineers that are able to communicate effectively with individuals at all levels of technical understanding.

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Yes, we work pro-actively, to ensure that your network performs effectively to minimise any disruption to your network by preventing problems before they arise. We invest in tools that proactively monitor your network and systems; they will highlight any potential issues enabling us to intervene before a small problem escalates into a major one.

Our Fully Managed IT Support service also includes our server status reports which provide a thorough check of your server infrastructure designed to highlight any potential issues before they occur.

Carried out either on a monthly or bimonthly basis, an engineer will remote access your server and run through a 16 point check list to in sure the server and network is fully functional.

Our SSR’s are designed to highlight any potential areas of failure that could occur, so that we can prevent them in advance and therefore provide better business continuity.

The results of the check are submitted in a report, clearly showing the status of the network and detailing our recommendations.

The report covers areas such as:

  • Storage, memory and CPU
  • Event logs and Backup
  • Software updates and service packs

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Once a call is logged with our team, our engineers will determine the urgency of the issue and respond with the below guaranteed response times.

It is worth noting that our team normally respond well within these limits with the majority of calls dealt with within an hour.

  • 1 hour telephone response time from when the call is logged for ‘Major Business Impact’ fault.
  • 2 hour telephone response from when the call is logged for ‘Significant Business Impact’ fault.
  • 4 hour telephone response from when the call is logged for all other faults.
  • 8 hour on-site response if the fault cannot be resolved remotely (calculated from when the helpdesk decide the call cannot be resolved remotely).

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We’re always transparent about our prices. There are no hidden fees with our Fully managed IT support, therefore the following scenarios are charged separately to the contract:

  • Bespoke applications (sage etc), other than the re-installation of existing versions.
  • Re-installation or configuration of new/replacement equipment following theft, fire or act of God (severe weather etc).
  • Installation of any new equipment whether supplied by AME or a third-party.

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The first thing to do if you have an IT Support problem is to log a Ticket with our IT Support Helpdesk. Then we can quickly sort it out for you.

There are 3 simple, easy ways of logging a Ticket.

  1. By telephone – 01392 824 022
  2. By email – support@amesolutions.co.uk
  3. By logging into our OTRS portal online via our website you can log a ticket directly into our ticketing system.

Once a ticket has been logged one of our engineers contact you to discuss and resolve your issue. We will likely asked for permission to remotely connect to your device, this will enable them to work on your issue as if they were sitting at your desk.

If the issue cannot be resolved remotely then an engineer will be sent to your site to look into the issue further.

Once an issue has been resolved the support ticket will be closed.

If the problem recurs again just get in touch. We can easily reopen the ticket and keep working on it until we solve it to your satisfaction.

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The skillset and knowledge of our team is the foundation of AME’s success. So many of our clients come from referrals, which is on the back of our team having a wealth of experience, knowledge and qualifications in the IT sector. With our dedication to treat each client the same, maintain high levels of service and fast response times, this leads to receiving fantastic feedback when we carry out surveys with our clients.

Every AME IT system engineer must have at least one Microsoft Certified Professional (MCP) qualification and many of the team have the Microsoft Certified System Engineer (MSCE) or equivalent level.

We do require the team to take other training and qualifications as part of their continuing professional development in all areas of IT and with the brands/vendors we work with.

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 The Next Step…

Contact us on 01392 824022 or email us at info@amesolutions.co.uk to discuss your IT requirements and we will arrange a free audit and IT consultation.

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