Many of our clients prefer to focus on their core business activities and give full responsibility for IT support to Alliance Solutions.
We deliver a comprehensive, tailored and cost-effective solution for all our clients. Our across-the-board service does not just react to problems when they arise – although you can be sure of a high-speed resolution if they do – we’re passionate about ensuring you have a trouble-free network. Our service is underpinned by proactive network monitoring and scheduled site visits. These continuous “health checks” ensure that your IT system is at the top of its game in terms of reliability, performance, security and return on investment.
We hate automated call queuing; the sooner we hear of a client’s problem, the sooner we can get it fixed. Over 90% of support calls are answered and dealt with directly by one of our qualified network engineers.
Our confidence in the quality of our full network support service allows us to offer 3 month standard support contracts rather than the usual annual commitment. Put simply, this keeps us on our toes and gives you the confidence that you are getting the best possible service.
For more detail, please see the Features tab, or contact us direct.
• Unlimited support incidents by phone or email -No extra per call charges.
• Response to critical network incidents within 30 minutes - Any issue affecting service availability to more than 10% of users is treated as critical.
• End user and escalated support included - We accept calls and emails directly from end users (tier 1) and deal with issues escalated all the way to server and network level (tier 3).
• User account changes and additions included - There are no extra charges for adding or altering user accounts and settings.
• No automated call queuing - We don’t like these systems and we know our clients don’t.
• Over 90% of support calls answered immediately by a qualified network engineer - If an engineer is unavailable the call will be answered by a member of staff who can make an on the spot decision if it is a critical issue and needs to be immediately escalated.
• Flat support structure for faster fix times - Conventional support helpdesks have 3 tiers with many incidents having to be escalated from a tier 1 to a tier 2 engineer which costs time. We combine tier 1 and tier 2 by training all engineers to a much higher level which means a much quicker average fix time.
• Automated pro-active network and server monitoring - Our own Server Monitor has been constantly developed over several years and now offers some of the most powerful server and network monitoring in the industry. This monitoring system is integrated directly into our helpdesk system and includes wall mounted alert boards for critical issues. If you have additional specialist monitoring requirements we can normally add them.
• Regular scheduled site maintenance visits - Network servicing work reduces the risk of something going wrong and causing service interruption to users and ensures that your network operates at optim
There is no complete substitute for pro-active on-site network maintenance work.
Alliance Solutions carries out regular remote maintenance work. In addition, as part of our support package, we also carry out regular scheduled site visits. These are known as managed service days.
The number of managed service days we carry out per support quarter depends on the customer’s requirements. The minimum is normally one day per quarter.
The advantage of on-site maintenance based support contracts is that you have the peace of mind knowing that the maintenance work is really being done. In addition, the engineer can also install new PCs, printers and application software. If this work is done during the scheduled site visits there is no additional charge for this work.
The support package is charged on a quarterly basis which allows the number of scheduled days to be varied over the year as required. This flexibility is very useful if, for instance, a number of PC upgrades are due to take place, as all that is required is to book additional days as required.
The charge for managed service days is included in the standard quarterly support contract. The day charge rate is substantially less than the charge for onsite labour outside a support contract. We are able to keep the costs down because we can plan the scheduled days in advance which helps to keep our costs down.
• Annual contract with 3 month break clause
The network support is based on an annual rolling contract. Unusually for IT support contracts, we include a 3 month break clause so that if you do not find our service suits your needs you can end the contract after the first 3 months.
• Quarterly invoicing
The price we charge is based on monthly payments, which are charged quarterly rather than the more common annual payment model. This helps cashflow and also fits with our 3 month break clause.