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Support

Support

We appreciate that no two business are the same. That is why our IT Support Services in Kent and across the UK are tailored and we develop a solution to work your business.

After a free initial audit, we will provide a solution tailored to the exact level of support your organisation requires.  With this approach, we can help increase your productivity, helping your business grow.

All clients are able to log any incidents through multiple channels: telephone, email, web or in person. Our engineers have a full suite of products to provide remote assistance and take control to assist with any remote support on a variety of platforms.

Remote control of end user devices allows the Allteks engineers to diagnose and resolve the majority of issues remotely.  Remote access also allows installation and software upgrades to take place with the minimal disruption to the end user.

Allteks takes pride in the support services provided to our clients.  We have a team of First Line, Second Line and Third Line Engineers providing remote and onsite support to our clients across the UK.

All aspects of our services are proactively monitored to ensure the highest level of service is upheld.  All our clients receive a dedicated Account Manager on hand to oversee the day to day running of their service.

All Allteks service agreements include

• Guaranteed response times and SLA’s
• Helpful service desk
• Regular review meetings
• Regular management reports
• A commitment to exceptional customer service
• A dedicated account manager
• Preferential pricing on any IT equipment required

Tailored support solutions include

• Onsite support services – from scheduled monthly visits to full-time engineering presence
• Portal-based device management (Windows, Mac, mobile)
• 24x7x365 server monitoring
• Flexible support hours to suit your hours of operation
• IT Manager Support
• Ticketing system access to monitor the status of your query

Client Satisfaction 2017

• 98% of clients said: “our services met their needs extremely or very well”
• 98% of clients said: “they were very satisfied or satisfied with our services”
• 98% of clients said: “our service was of very high or high quality”

Support Tickets Resolved

3489

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