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support services

The following introduction to Support Services is extracted from our Support leaflet. To download a copy in PDF format, click this link Download Support Leaflet.

support method

Support can be provided on site, off site, by telephone, by remote access and control, or by a combination of methods. The method used will depend on the circumstances, and also the supply type you have chosen.

On site support gives you real hand holding and help. It is the most expensive form of support, but you need to balance that against the time spent using other means. On site support will normally attract an additional charge, to cover travel time and mileage, for each visit.

Some problems can be solved off site. Telephone support can be useful when you need a quick answer to a question of the ‘how do I do this’ type. In some cases we can also diagnose faults and give telephone instructions to fix them.

Another method of providing support in certain circumstances is remote access and control. This must be pre planned as it involves the installation and configuration of software and communications devices. Remote access means can be analogue or digital telephone, or cable. The support technician initiates a connection when you request service, creating a link to the affected PC or server, which can then be controlled at distance.

supply type

Support services can be supplied either as ‘on demand’ or ‘contract’. The differences between the two options are explained in the leaflet.