IT Services – Fully managed support

Managed IT Services – Support Packages, designed with you in mind.

PW Data Group understands that everyone has different support requirements, budgets and IT capabilities. That is why we design a bespoke Managed IT Services package specifically for you. From simple Break Fix Solutions through to a totally outsourced arrangement, including system monitoring and management.

We make it simple to access the right level of support for your business. From basic telephone support through to advanced remote system monitoring all managed from our comprehensive IT service desk function, we have all the support options your business will ever need.
Using industry standard help desk and network management software we are continually managing and resolving the calls against service levels and monitoring your solutions. This allows us to often predict when something is going wrong and react before it becomes business critical to your business. We document all support processes and provide regular performance reviews.

Managed IT Services and Support Packages

We support businesses in a variety of sectors, customers have choice of standard support packages or packages and Service Level Agreements tailored to the specific requirements of each individual business. All fault logging and resolutions are individually tracked through our help desk ticket system and managed following our ISO9001 with regular performance reviews to ensure we are delivering the level of service you require.

Typically support contracts deliver 2nd Line support when onsite resource cannot resolve the issue however more of our customers are looking to us for a fully managed IT service. This service means we monitor the solution on site and resolve issues as soon as they occur or often see them coming. By following this approach you get the peace of mind your systems will be there when you need them.

Managed IT Services and Support offered can include:Managed IT Services with PW Data Group

Technical Telephone Support – 1st or 2nd Line

Remote Access Support – 1st or 2nd Line

Hardware and Software support

On-site technical assistance

Flexible hours of cover

Standard Care Service:

Hours of Cover 09:00 – 17:00

Days Covered – Monday to Friday excluding Bank Holidays

Response Time – 8 hours

Service Level requires and includes:

Restoration back to last known stable configuration (Customer responsible for back-ups)

Management of manufacturer’s hardware warranty, as appropriate.

Dial in Support via Remote Access facility (Team Viewer)

Non warranty materials will be at an additional cost.

Site visits as required to resolve calls

Travel Time included

We reserve the right to charge for any faults which are not due to normal use

In addition to the maintenance and support services a full range of training, auditing, analysis, diagnostics and heath checks are available, using various test equipment.

Talk to us about your IT Services requirements today! Contact us