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When IT problems occur, business managers need them to be resolved in the quickest possible time and with the minimum of fuss and effort by a reliable IT Support Company.
i-Zimbra understands this more than most, as some of our most senior staff have also worked in senior IT Management positions.
That's why we offer various methods of rapid response IT support to suit all types of business - not just those based near us in South East England - including telephone IT support.
Telephone support enables you or your designated contact to talk to a consultant/engineer who has expertise in the key areas that you need, as and when required. This helps to reduced costs for you as you do not have to employ dedicated IT staff.
Telephone support calls can be accepted from any users you designate within your organisation but are normally supplied through a named contact or contacts. This has a distinct advantage for the business in question as, over time, the designated IT contact becomes familiar with common problems and is thus able to resolve user problems instantly, thereby reducing downtime.
This transfer of knowledge is enhanced through our remote IT support service as the designated contact can also watch our support staff conducting remedial work in real time on a screen in front of them, while being instructed as to the nature of the problem over the telephone.
From the day we began trading, i-Zimbra set out to provide a better quality of IT service to businesses. One of the main advantages of i-Zimbra's IT support services over other IT companies dates back to our ealiest days - the fact that we don't differentiate between support and IT management/administration time.
This means that if you buy an IT Support Contract from us, but you want us to spend some time on routine administrative tasks, like adding new users to your system, you won't pay any extra for it and can allocate unused support time for this purpose, thereby saving your business valuable costs.
When a computer problem occurs, the user is often unable to work at all and is therefore unproductive, which in turn means your business is losing money. Speed is therefore of the essence in resonding to IT support requests, which is what makes the combination of telephone and remote IT support so effective.
On receiving a request for IT support by telephone, i-Zimbra attempts to acknowledge and answer all calls for technical support within 2 hours, though in practice, as existing customers will testify, our response is usually almost instantanous.
Our working hours are 9.00am to 5.00pm each weekday, excluding weekends and public / bank holidays. If, however, your business operates outside these hours, we can arrange suitable support accordingly. With i-Zimbra as your IT support company, your business gets the cover it actually needs, not just the support the IT company wants to provide.
The great thing about providing modern IT support these days is we are not limited geographically to our local area - namely South East England and London. While are customer base is predominately in the South East, we provide IT support services - mainly telephone and remote IT support - across the UK to various organisations, large and small.
Usually, a customer designates a small number of hours that they pre-pay for each month. By pre-paying in this way, clients benefit not only from an agreed Service Level (SLA) but also from a reduced hourly rate. This pre-bought support time can be called off any day during the standard support hours. As mentioned above, it can be used for administrative tasks too, which simplifies the business of providing effective IT support and management of your computer networks and systems. It's also worth pointing out that if we find we can fix a problem quickly, you won't actually be charged for the call.
Almost all our customers follow our recommendations and purchase Server Preventative Maintenance as part of their tailor-made IT support contract as well, which has an overall beneficial effect by reducing overall costs; something the Finance Director is sure to appreciate.
To ensure you have an official record of all support calls made and received, i-Zimbra will not accept support calls originated from emails directly to members of staff (unless by prior agreement), via mobile phone to any one not directly related to support, or against our discretionary numbers (if provided), or via the answer-phone service.
i-Zimbra will accept support incidents and requests for responses via:
All calls will be logged with an appropriate support call number and it is the responsibility of the client to record and use the number when requested. At the end of the month, i-Zimbra supplies a call summary sheet which shows all the calls received, including data and time, the nature of the call and its current status, i.e. open or closed.
As mentioned above, we are usually able to respond instantaneously to support calls. It's important, however, to follow a defined structure and all support work is therefore completed on a 3 tier basis which works as follows:
Level 3 responses may include a site visit which will also incur travel expenses when over a five mile radius of our Brighton offices.
To provide effective Telephone and Remote support, we may require secure remote access facilities to a client site or computer systems. Further details regarding this are explained to customers prior to any contract commencing and, of course, should the business in question be unable to implement these remote access facilities, i-Zimbra will be happy to provide these facilities at our usual reasonable costs to the customer.
To take the first steps towards a better level of more cost-effective telephone and remote IT support service, contact i-Zimbra today.
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Why not find out more about what we can do to help you and your business today?
To contact i-Zimbra, simply call us on 0870 770 6989 or email us now.
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When we need really expert advice and installation by top-class consultants, we turn to i-Zimbra for help and support. Their quality and experience is second to noneMick Watts
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