Support Services

Support Tree's unique support services reduce downtime, increase responsiveness and provide the highest levels of flexibility and cost-efficiency.

Flexible approach to service and budget
SMEs or departments don't want to be bogged down by their IT systems - they need them to evolve and grow in line with their business needs.

Support Tree recognizes that - which is why we've built in flexibility, responsiveness and cost-efficiency as the cornerstones of our IT support services . Businesses can take advantage of the enterprise-class services we've developed over time in a totally flexible approach that maximizes both resources and budgets.

Comprehensive:
We support cross-platform Mac and Windows systems as well as the infrastructure on which you depend including the internet connection and the VoIP system. These elements can be supported separately or together as one integrated IT system.

Flexible:
Support Tree care consists of a range of service elements each of which can be included or not in the support service enabling us to perfectly compliment your internal IT resources or provide a total support service for your users.

Windows and Mac working in harmony:

We have many existing clients that use both Windows and Mac platforms within the same network environment. If you are experiencing compatibility issues or you just need a company that can support a cross platform environment, then Our Support Tree is the IT Support company for you.

Telephone And Remote Support:

Our help desk is the heart of our support service. All calls are logged and a variety of performance indicators are carefully monitored to ensure that our SLA are exceeded. Unlimited telephone support will be provided together with full access to our eCare Intelligent help desk remote screen sharing system that allow our technicians to share the users screen remotely. Approaching 80% of technical issues logged are resolved remotely without an engineer visit being required. All Mac and Windows hardware, operating system , and standard applications are supported . Named applications can be added to this standard list to cover certain more specialist applications.

Audit:

Knowing what you have means knowing what you need.
The audit provides the asset register as well as identifying current issues such as system resilience, backup and data security issues.
Information will be gathered on what hardware, operating systems and software are being used.
By carrying out the system audit we get to know you're your business. This audit forms the foundation for your IT strategy identifying what support services and system changes we would recommend.

Onsite Rapid Response:

Onsite technicians will be available to visit your site to resolve any problems that cannot be fixed remotely.
These technicians are available at short notice with a guaranteed response time of 2, 4 or 8 working hours depending on the SLA for the different equipment.
A guaranteed fix time is given for computer hardware problems of 4 or 8 working hours.
Loan equipment is provided should it not be possible to repair your equipment within the fix time.
This service will cover all of you Mac and Windows equipment as well the printers specified.

24 Hour Monitoring:

By the time a problem with your IT has occurred, it's often too late, which is why we provide a 24/7 monitoring and monitor response service. We will measure key metrics on your business critical servers 24 hours-a-day.

Using our advanced monitoring software, we will monitor your whole network throughout the day - any problems, or potential problems, are reported directly to our engineers.

You get peace-of-mind from knowing that we are constantly monitoring your systems to ensure that:

• Operating system services and key applications are all operating correctly
• The latest updates and service packs have been installed
• Your security (e.g. intrusion detection, anti-virus and anti-spyware) is up-to-date
• Your back-up systems are working
• Sufficient free disk space is available
• All key services are running

Preventative Maintenence:

Using a combination of pre-booked engineering time and automated client management software we can provide a completely managed user environment. This enables us to provide and maintain the optimum agreed standard platform that will deliver the best levels of reliability and performance.
Our engineers visiting on a regular basis allows the following:

• Software Updates/Installation
• License Management
• Patch Management
• Re-configuration
• Installation of new devices
• One to one user support and training
• Data back-up checks

Managed Backup:

Support Tree evaluate your back-up requirements taking into account the volume of data, location of data, staff involvement, disaster recovery strategy, speed of restoration required. We would then recommend the solution that would provide the best fit from a number of options including Support Tree Remote backup.
Whatever backup solution was recommended , Support Tree can provide a managed service in terms of set up , testing and monitoring, all reports being provided directly to Support Tree engineers.

Support Tree Remote Backup and Disaster Recovery:

Support Tree evaluate your back-up requirements taking into account the volume of data, location of data, staff involvement, disaster recovery strategy, speed of restoration required. We would then recommend the solution that would provide the best fit from a number of options including Support Tree remote backup.
Whatever backup solution was recommended , Support Tree can provide a managed service in terms of set up , testing and monitoring, all reports being provided directly to Support Tree engineers.

• Online backup for notebooks, desktops and servers
• No more backup tapes
• No more missed backups
• No more wasted time
• Simple to Use with Mac and Windows support
• Web-based access to your files 24/7/365