Technical Support

Excitech’s primary IT support services are available in three bands aimed at providing you with the flexibility of choosing the cover against each individual part rather than against your entire IT Infrastructure.

Telephone and Remote Support - Bronze, Silver and Gold Support

On-Site Support - Silver and Gold Support

If the fault cannot be resolved easily over the telephone, an engineer will be booked to attend your site. We aim to have an engineer with you within one working day of your call. This service is available from 9am to 5:30pm Monday to Friday.

Proactive Monitoring - Gold Support

This service from Excitech is able to identify weaknesses in your IT network through the constant monitoring of its hardware components and applications. It will issue alerts when a fault is detected, enabling the root cause of the problem to be rapidly identified.

Additional IT Support Services

Remote Network Administration

Remote network administration is provided to allow Excitech assist the client with the management of the IT infrastructure, such as adding in new users, Windows Updates, Folder / Share creation, Permissions & User Security, Remote Connectivity, configuration of the Router & firewall, adding updates and settings, altering Security settings and IP addresses. Excitech will also be able to assist the client when archiving is required and any changes need to be made to the backup schedule setup and configuration.

IT Healthcheck

The Excitech IT health check offers an objective review of your IT Infrastructure in the areas of performance, capacity, security and resilience. We offer two types of health check; a full health check which involves a comprehensive review of an entire IT infrastructure, and a mini health check which focuses on a single aspect of your IT. In either case we perform an investigatory visit and prepare a report detailing our findings and highlighting problems we have identified, their severity, and recommended remedial actions.

IT Preventative Maintenance

Preventative Maintenance is a schedule of planned maintenance actions aimed at the prevention of breakdowns and failures. The primary goal of this service is to help in preventing a likely failure of equipment or applications before it actually occurs. Preventative Maintenance activities include equipment checks, and partial or complete overhaul of the network configuration.

Retained Services Agreement

This service provides you with pre-paid telephone/remote or onsite support for your IT infrastructure. Support is purchased in time and can be used in 15 minute segments. Throughout the course of the year you have the ability to “top-up” hours at any time. Unused time (up to 70%) can be rolled into the following year’s contract.

Time and Materials

This pay-as-you-go service provides onsite IT support on a time and materials basis. Due to the nature of this service, callouts cannot be fixed to a guaranteed response or resolution.

Accessing Excitech's Support Services

Based in our head office in Enfield, our dedicated technical team are supported by experienced consultants to resolve any queries you may have. By using a sophisticated call-logging database we can keep track of our support calls and search for calls of a similar nature to resolve calls faster. As product resellers and developers Excitech has access to further resources that we can utilise to resolve complex issues.

Using the service

Access to our service is via our dedicated support line or utilising our web-portal. All support requests will be acknowledged in 1 hour with resolution targeted within 8 hours, but we are often able to solve your problem within minutes. Customers can also send an email or fax for assistance.

Availability

Our support lines are open from 8am to 6pm Monday to Friday, with on-site visits carried out from 9am to 5:30pm (Silver and Gold Support only).

Further Information