IT Support

Being here when needed to make sure your IT issues never undermine your ability to deliver on customer expectations.

​We do more than just supply the IT equipment and software you need; we offer four IT support packages to keep it all running smoothly; optimum performance and minimum downtime. We also make it easy for you to contact our helpdesk engineers, to gain remote support by telephone or email, whenever the need arises.

From workstation to network, server to security, across diverse locations as required – and software, from configuration to installation and ongoing problem solving.

Helpdesk

We track every call that comes in and every email we receive, with a target of responding to 90% of all enquiries within one hour.

  • Resource: Full-time 14 certified support desk technicians
  • Response: Over 8,000 calls handled per year
  • Reliability: Serving over 400 leading UK AEC organisations; managing over 200 servers and almost 600 workstations

Helpdesk services are available Monday to Friday; 8am to 6pm.

Audits and Health Checks

For all our customers we make sure the foundations are all in place and working together. We provide a starter audit to evaluate the configuration of your infrastructure and network, including servers and backup solutions, latest software and how you’re using it, workstation optimisation, and all other technologies in use (cloud and virtualisation services for example).

Preventive (Scheduled) Maintenance

Our regularly scheduled maintenance actions will prevent breakdowns and failures, whether of equipment or applications. Activities include equipment checks, and partial or complete overhaul of your network configuration.

Proactive Monitoring: We also provide constant monitoring services for the hardware and applications that make up your network. We look for weakness or failure, issuing alerts when a fault is detected, and rapidly identifying the root cause of the problem.


License Management

We take the administration complexities out of your business and ensure that your Autodesk Licenses are always current, comprehensive in line with your usage, and managed in an error-free way.

Ensure you have the correct license types whether by named user, stand-alone, or network.

Core IT Support

Support Bronze Bronze plus Silver Gold
Unlimited Telephone and Email Support ● ● ● ●
Unlimited Remote Support ● ● ● ●
On-site Support     ● ●
Emergency Loan Equipment1     ● ●
Proactive Monitoring   ●   ●
Patching (Microsoft, Autodesk and Adobe)   ●   ●
Housekeeping   ●   ●

  1. Loan Equipment is “subject to availability”, and where loan equipment is provided it will not necessarily be of the same specification and performance of the original equipment it temporarily replaces.  Rather it is designed as a measure to keep the customer business operating in an emergency.
     

    Click here to learn about our Premium Support & Services


     

    IT Support Brochure