Technical Support Services

We have technical support solutions that suit you, only pay for what you need!

PW Data Group understands that no two businesses are the same. Everyone has different technical support requirements, budgets and IT capabilities. That is why we design a bespoke package specifically for you, to protect your business. From simple break fix solutions through to a totally outsourced arrangement, including system monitoring and management.

How we do it

We make it simple to access the right level of technical support for your business. From basic telephone technical support through to advanced remote system monitoring all managed from our comprehensive IT service desk function, we have all the technical 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 that allows us to often predict when something is going wrong and react before it becomes business critical. We document all technical support processes and provide regular performance reviews.

Technical Support & Managed Service Packages

We support businesses in a variety of sectors, customers have choice of standard technical 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 technical support when onsite resource cannot resolve the issue however more of our customers are looking to us for a managed 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.

Services offered can include:technical support services and managed services from pw data group

Telephone Technical Support – 1st or 2nd Line

Remote Access Support – 1st or 2nd Line

Hardware and Software technical support

On-site technical assistance

Flexible hours of cover

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.

Standard Care Service:

  • Hours of Cover 09:00 – 17:00
  • Days Covered – Monday to Friday excluding Bank Holidays
  • Response Time – 8 hours

Service Level Includes and requires:

  • Restoration back to last known stable configuration (Customer responsible for back-ups)
  • Management of manufacturer’s hardware warranty, as appropriate.
  • Dial in technical 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.