Frequently asked questions….
You support medical software, how does that work exactly?
We support the application environment, connectivity, workstation configuration and liaison with GoodX/MedEDI support. We cannot resolve software bugs within vendor software but will manage the support process on behalf of the client.
Do you support medical practices?
We have extensive experience in supporting the IT environments used by medical practices and understand that reliability, connectivity and access to systems are critical to the day-to-day running of a practice.
We need help with our printer at home, can you assist us?
Our services are designed for businesses and professional practices rather than personal/home users. This allows us to focus on business-critical systems, security, users and continuity.
Do you offer once-off or ad-hoc IT support?
We can assist with individual IT issues, troubleshooting, installations, configuration and other once-off requirements. However, where a business relies on its IT systems every day, we generally recommend an SLA-based support arrangement.
What is included in your SLA support?
SLAs are tailored to a business. As a standard it includes support, hardware/software troubleshooting, Microsoft 365, networking, security, backups and general IT management.
What are the benefits of having an SLA?
An SLA provides a more structured approach to your IT support. It allows us to agree on the services provided, expected response times and responsibilities upfront. More importantly, it gives us the opportunity to take a proactive approach to your IT rather than only becoming involved when something goes wrong.
Do you support Microsoft 365 and cloud services?
Yes. We can assist with Microsoft 365 and other cloud-based services, including user support, account access, configuration and general troubleshooting.
Do you provide cybersecurity support?
Yes. We can assist with implementing and maintaining appropriate security measures for your business and help identify potential risks within your IT environment.
Do you manage backups?
Yes. We can assist with backup solutions and help ensure that your business data is appropriately protected. Backup requirements differ between businesses, so we will look at your environment and requirements before recommending an approach.
Can you support businesses that already have an IT provider?
We can work alongside an existing IT provider or internal IT team where there is a clearly defined requirement for additional support, specialist assistance or a particular project.
Can you take over IT support from another provider?
Yes. We can assist businesses that are looking to change IT providers. We would first want to understand your existing environment, systems and requirements so that the transition can be managed properly.
Do you provide remote or onsite support?
A large portion of IT support can be provided remotely, allowing us to troubleshoot and resolve many issues without the need for an on-site visit. Some issues cannot be resolved remotely and may require an on-site visit. The availability and terms of on-site support will depend on your location and support arrangement.
Do you support businesses of any size?
Our primary focus is on small to medium-sized businesses and professional practices. We work particularly well with businesses that need reliable IT support but do not necessarily have a full internal IT department.
Can you help if we don’t have an internal IT department?
Absolutely. We can act as your outsourced IT support partner, providing ongoing assistance with your IT environment and helping you manage the technology your business relies on.
Do you provide hardware and software?
We can assist with recommending, sourcing and implementing hardware and software where required. Our approach is to recommend solutions based on your actual business requirements rather than simply selling products.
Do you offer support outside normal business hours?
Our standard support is provided during agreed business hours. Additional or after-hours support can be discussed depending on your requirements and the type of support agreement in place.
What happens when we have an IT emergency?
When a critical IT issue occurs, our first priority is to understand the problem, determine its impact on your business and work towards restoring normal operations as quickly as possible.
For businesses with an SLA, the response and escalation process will be determined by the agreed service level.
Can you assess our current IT environment before we sign an SLA?
We actually recommend it.
An initial assessment allows us to understand your current IT environment, identify potential risks or areas of concern and determine what level of support your business actually needs.
This helps ensure that your SLA is built around your business rather than simply putting you into a standard support package.
We aren’t sure what type of IT support we need. Can you help?
You don’t need to know exactly what you need before contacting us.
We can discuss your current IT environment, how your business operates and where you are experiencing challenges, and help you determine the most appropriate level of support.