Support

Consider the implications of losing your accounting or email systems for a day, what would that mean for you? For many the outcome would include lost orders, reduced productivity, unhappy clients and, ultimately, a loss of profitability and goodwill.

At ABTL.IT we help clients reduce this risk by designing IT systems that are as resilient as possible and offering comprehensive support service options.
SupportCare Response is a software and hardware support service designed to get systems back up and running quickly. SupportCare Proactive is an outsourcing service which helps organisations maintain their IT systems professionally and cost-effectively. Both are designed to offer a complete, yet complementary service.

Standard features include:

• 8.30am to 6.00pm Monday to Friday with extended hours options
• Unlimited telephone and remote access support
• Escalation to on-site visit at no additional cost
• 1 on-site SystemCare visit per month to complete SystemCare survey and issue resolution
• Unlimited return to service hardware support with 8hr or 4hr response options
• Provision of loan equipment at no additional cost
• No hidden additional charges for travelling or labour
• Management of hardware warranty calls
• Telephone and email call logging
• Comprehensive incident analysis and reporting
• Notification of systems and software updates
• High-risk Virus/Malware Notification Service
• Data Verification Service
• Internet Connection Availability Monitoring
• Pro-active Server Alerting

SupportCare Proactive

SupportCare Proactive offers a different approach to updating, developing and supporting your IT systems. Simply put, it offers the opportunity to outsource part or all of these tasks to us.

Due to the ever increasing complexity and sophistication of IT systems, combined with the difficulty in finding the quality of resource required to manage them professionally, many organisations are finding outsourcing an increasingly popular option.

SupportCare Proactive offers a flexible and cost-effective method of resourcing for regular and routine tasks, such as system housekeeping, as well as unexpected issues, such as absence and illness. Whilst complementing any existing IT capability, SupportCare Proactive helps ensure that you have the appropriate level of IT support when you need it most, whilst minimising the risks of being over or underresourced, having too great a reliance on one person, or lacking the appropriate in-house skills.

Options include:

• Systems management and housekeeping
• Deployment of system and software updates
• Optimisation of system performance
• System usage analysis with reporting
• Security audits including penetration testing
• Virus and malware detection and removal
• Domain name management
• IT staff absence cover
• System documentation and training
• Business continuity audits and strategy development
• Complete IT outsourcing