Supporting Users Effectively
A good user support service doesn’t have to be expensive
It’s all about smart service design.
It is true that some support services, especially those with fast response times can be expensive. This is often not helped by having multiple layers of support staff involved in a single query.
Alliance solutions has been offering excellent levels of support for over 20 years with overwhelmingly positive feedback from our customers.
We have had the time to get the service design right. We operate with less overhead because we keep the support model very flat. If an issue needs to be escalated for any reason, which is the exception, we escalate directly to the engineer with the specialist knowledge required in one step.
To further improve this process, emails and support calls are answered directly by qualified support engineers in over 95% of cases. In this way, you avoid the need to wait for a support administrator to log a call and allocate it to an engineer.
Simple Transparent Pricing
We keep our service pricing simple and completely transparent.
We charge for support per user plus a small amount per managed computer including device monitoring, patching and anti-virus software as standard. Our support pricing includes mobile device management, VoIP telephones, adding new users and mailboxes, updating existing user details and much more.
We have both standard and custom tailored support options available to exactly match the service level you need.
No hidden extra costs
Often support services charge for many types of incident such as minor changes to user accounts, adding new staff and others.
We include more services in our support packages as standard so you don’t have to worry about being billed for every little ‘non-standard’ request.
Support services to suit your needs
With over 20 years as a specialist IT Support organisation, Alliance Solutions offers a full range of services, from on-demand IT helpdesk services to fully outsourced IT management and remote network and systems monitoring.
For clients with in-house IT staff, we provide supplementary or additional IT capabilities, while others prefer a fully outsourced IT Management approach.
This means that all IT operations, including helpdesk, remote assistance, managed services, and server and infrastructure monitoring, are all managed by Alliance Solutions.
Either way, our goal is to provide comprehensive, proactive and reactive IT support services that are built around the needs of your business.
By using Alliance Solutions, you’ll ensure that your IT won’t let you down. The reliability, performance, and security of your IT systems are our priority.