Technical support that responds when you need assistance
Responsive help for technology issues that affect your operations. Our Manchester-based team provides remote and on-site support throughout the North West, with service levels designed around your requirements.
Return to HomeWhat ongoing support provides your business
Response confidence
Knowing that when technical issues arise, knowledgeable assistance is available within defined timeframes. No uncertainty about whether problems will receive attention or how long resolution might take.
Downtime reduction
Faster problem resolution that gets staff back to work and minimises operational disruption. Issues that might take days to resolve internally often get addressed within hours through experienced support.
Environment familiarity
Working with support staff who understand your systems because they've built relationships over time. Context about your environment speeds diagnosis and reduces the need to explain situations repeatedly.
Budget predictability
Fixed monthly costs for technical support rather than unpredictable invoices that vary based on problems encountered. Makes financial planning straightforward and removes anxiety about emergency support costs.
Operating without reliable technical support
When technical issues arise without established support arrangements, organisations face difficult decisions about how to proceed. Calling different providers for each problem means explaining your environment repeatedly to people unfamiliar with your systems, often resulting in longer resolution times and higher costs.
Staff spend productive time attempting to troubleshoot problems themselves or searching for appropriate help. Critical issues that require immediate attention create stress about finding someone available who can respond quickly. The uncertainty about resolution timelines makes it difficult to inform clients or plan around technical problems.
Emergency support rates compound the financial impact of technical issues, creating unpredictable expenses exactly when operational disruption is already affecting revenue. Without ongoing relationships, each support interaction starts from scratch, wasting time on context that established providers already understand.
Our approach to ongoing technical support
We provide structured support contracts that give businesses responsive assistance when technology issues affect their operations, with service levels matched to requirements.
Environment documentation
Before support begins, we document your technology environment including server configurations, network layout, critical applications, and key contacts. This baseline understanding allows our team to respond efficiently when issues arise, without requiring extensive explanation during problem situations.
Tiered response levels
Support contracts define response timeframes based on issue severity. Critical problems affecting multiple users or core systems receive priority attention, while less urgent matters follow standard resolution paths. Clear definitions prevent confusion about what constitutes different priority levels.
Multiple support channels
Issues can be reported via phone, email, or web portal depending on urgency and preference. Remote support resolves many problems without requiring site visits, while on-site assistance remains available throughout the North West when physical access to systems is necessary.
Regular reporting and reviews
Monthly reports summarise support activity including issues addressed, time invested, and recurring problems worth investigating further. Quarterly reviews discuss overall system health and identify opportunities for improvements that might reduce future support needs.
Working with our support team
Contract establishment
We begin with an assessment of your environment and discussion of support requirements. This includes understanding user count, critical systems, typical issue patterns, and response time expectations. The resulting contract defines service levels, coverage hours, and monthly costs clearly.
Onboarding process
During the first two weeks, we document your technology environment and establish working relationships with your staff. Key contacts receive information about how to reach support, what to include when reporting issues, and what response times to expect for different problem types.
Ongoing assistance
When technical issues arise, your designated contacts report them through established channels. Our team acknowledges receipt promptly and begins work according to the issue priority level. You receive updates on progress and estimated resolution times, with problems tracked through completion.
Relationship development
Over time, our team gains deeper familiarity with your environment and operational patterns. This accumulated knowledge improves diagnostic speed and resolution efficiency. Regular contact creates working relationships that make support interactions more productive and less stressful.
Support contract investment
monthly
What influences cost
- • Number of users requiring support coverage
- • Response time requirements for different issue types
- • Coverage hours needed (business hours versus extended)
- • On-site visit requirements and geographic coverage
- • Technology environment complexity
What's included
- • Defined response times for issue priorities
- • Remote and on-site technical assistance
- • Environment documentation and updates
- • Monthly activity reports and ticket summaries
- • Quarterly system health reviews
Entry-level contracts suit small offices with straightforward technology needs and next-business-day response requirements. Mid-tier arrangements provide faster response times and extended coverage hours. Premium contracts deliver rapid response, extended hours, and priority on-site service for organisations where downtime carries significant cost.
Service tier comparison
- • Business hours coverage
- • 4-6 hour response time
- • Email and phone support
- • Remote assistance priority
- • Extended hours coverage
- • 2-3 hour response time
- • Priority ticket handling
- • Regular on-site visits
- • 24/7 emergency coverage
- • 1 hour critical response
- • Dedicated support contact
- • Unlimited on-site visits
How support contracts deliver value
Faster resolution
Support clients experience average issue resolution times 60-70% faster than organisations without established contracts. Familiarity with your environment and priority access to our team account for this improvement.
Critical issues affecting multiple users typically receive initial response within the contracted timeframe, with most resolved the same business day. This minimises operational disruption and lost productivity.
Cost control
Fixed monthly support costs eliminate surprise invoices and make technology expenses predictable. Organisations typically save 30-50% compared to ad-hoc support arrangements when annual costs are compared.
Support contracts include routine assistance that prevents small issues from becoming expensive problems. Proactive attention to recurring patterns often identifies systemic improvements worth implementing.
Operational stability
Knowing technical assistance is readily available reduces anxiety about technology issues and allows staff to focus on their work. Management spends less time concerned about whether problems will receive prompt attention.
Regular system health reviews identify potential problems before they cause disruption. Support clients experience fewer critical failures because issues get addressed while still minor.
Knowledge retention
Long-term support relationships mean accumulated knowledge about your environment stays with someone rather than being lost when staff leave. Our documentation and team familiarity preserve institutional technology knowledge.
New staff members receive consistent guidance from support contacts who understand both the technology and how your organisation uses it. This continuity eases transitions and maintains operational capability.
Our commitment to support clients
Response time adherence
We meet contracted response times consistently, with internal tracking that ensures tickets receive attention within defined timeframes. If we miss a response commitment, we acknowledge this directly and work to resolve the issue promptly.
Flexible contract terms
Support contracts can be adjusted as your needs change, whether that means adding users, modifying response requirements, or changing coverage hours. We review contracts annually but can make adjustments quarterly if your situation evolves.
Transparent reporting
Monthly reports show exactly how support time was invested, which issues were addressed, and what patterns emerged. This transparency helps you understand whether the contract provides value and identifies areas worth discussing during reviews.
Trial period available
New support contracts include a 60-day evaluation period where either party can adjust terms or discontinue without penalty. This allows you to assess whether our support approach suits your needs before committing long-term.
Establishing a support relationship
Initial contact
Reach out with information about your organisation size, technology environment, and support needs. Even general descriptions help us understand whether we can provide appropriate assistance and what service level might suit your situation.
Assessment meeting
We visit your location or conduct a detailed video call to understand your technology environment and support requirements. This includes discussing user count, critical systems, typical issues, and response time expectations. The meeting typically runs 90 minutes to two hours.
Contract proposal and start
Within one week, you receive a detailed contract proposal covering service levels, response times, coverage hours, monthly cost, and terms. A follow-up discussion addresses questions before deciding whether to proceed. If you engage, support typically begins within five to seven business days.
Support contracts can start quickly when needed. We prioritise rapid onboarding for organisations experiencing immediate technical challenges requiring prompt attention.
Ready to discuss ongoing technical support?
Share information about your support requirements and we'll determine whether we can provide the responsive assistance your organisation needs.
Arrange a ConsultationExplore our other services
We provide additional technology services that complement ongoing support arrangements.
Business IT Infrastructure
Server configuration, network design, and workstation deployment that creates stable computing environments. We assess your requirements and implement solutions that support your operations.
Software Licensing & Procurement
Guidance through software licensing decisions and vendor negotiations. We help evaluate options and procure licenses that match your requirements while managing costs effectively.