Remote Support
Our remote support package gives you unlimited access to our Helpdesk on business days. Whether you call or email, your incident will be logged and dealt with by one of our team of experts. Because we’re an SME, you’ll get to know our Engineers by name and they will remember you too. We’re friendly and approachable, and we try to minimise the techy talk and just get on with fixing your issue.
On-site Support
We offer a Business Premium Support Package for customers who want on-site support. This service gives peace of mind that you can have an Engineer on-site if an issue occurs that can’t be resolved remotely. Where possible, we’ll send out your Technical Key Point of Contact. If your key contact is unavailable, a qualified IT expert will arrive with you, fully briefed and ready to help.
Guaranteed Response Times
We believe it’s important you know how quickly we will respond when you report a problem with your IT, and how quickly we will fix it. For this reason, we provide detailed Service Level Agreements to all our clients. In addition, our IT Helpdesk system, AutoTask, enables us to track Tickets. AutoTask ensures our SLA response times are met and our Engineers are aware of the priority status of all their work at all times.
Account Management
Your Account Manager will operate as the lead point of contact for any and all matters specific to your business. Their role is to build and maintain trusted and long-lasting relationships with your key people. Your Account Manager is responsible for ensuring the timely and successful delivery of our solutions according to your needs and objectives.
Technical Key Point of Contact
You will have a dedicated IT Infrastructure Engineer whose role is to:
- Understand your IT systems in depth
- Ensure that knowledge is captured and shared with the Helpdesk team
- Conduct site visits
- Provide ongoing IT infrastructure monitoring and maintenance services
Your Technical Key Point of Contact will always be the lead Engineer on implementing IT Projects – such as migrating your IT Infrastructure to the Cloud.
Reporting
We provide monthly SLA Performance Reports via AutoTask. These reports highlight Ticket trends, identify recurring issues and show how well we are doing in meeting our SLA performance promises.
Site Visits
The purpose of site visits is to provide maintenance and troubleshooting services. Whether we visit you annually or monthly, your Technical Key Point of Contact will agree, in advance, what tasks will be completed during the visit. We’re also flexible; so if something crops up on the day, we’ll do our best to resolve it for you there and then.
For more information you can contact us on 023 9200 7850 via email info@westlake-it.co.uk or complete our contact form.
