Contact the really good Help Desk & trained engineers for bespoke support contracts tailored to your needs

really good computer support contracts cover hardware, software, server, desktop user and networking

really good computer services support contracts provide clients with Telephone Support and Remote Access between 08:30 and 18:00 Monday to Friday (with the exception of Bank and other public holidays) for the purpose of diagnosing faults in specified hardware and software.

 

If required this can be extended to cover out of office hours at an additional cost.

 

Where faults cannot be resolved by phone or remote access, really good computer services can provide on-site support at additional expense to the client on an ‘as and when required’ basis.

All support calls from clients are made to the really good computer services Help Desk. All calls will be logged and the caller given a unique reference number for that call. Any subsequent calls regarding the same fault must quote the unique reference number.

The really good computer services Telephone Support is two-tier as follows:

First Line Support is provided by the Help Desk which:

• Logs all calls to the desk
• Assigns a reference number to each call
• Assigns a priority number to each call based on the category of the fault
• Offers professional solutions & friendly advice within a 15 min window
• Proactively manages the response and resolution of calls
• Keeps the client informed regarding the status of outstanding calls
• Produces a regular report showing the call details, including time to fix

Second Line Support is provided by really good computer services technical staff who:

• Receive calls that the Help Desk cannot deal with
• Respond to the fault within the time allowed for the category of fault
• Involve third-party technical staff in the resolution of the fault when appropriate
• Keep the Help Desk fully informed on the status of the fault

First Line Support will actively manage faults by monitoring progress and communicating their status to clients and really good computer services account management. The best way for clients to get additional updates on the status of faults is to contact the First Line Support on the support helpline number – 0800 083 3166

Technical staff schedule their work and telephone calls to clients to optimise the resolution of faults. They will also be required to contact clients directly to obtain information, carry out problem analysis and make or advise on changes to resolve the fault.