Support and Maintenance

One of the key elements to a successful company is the successfully implemented and supported IT and communications infrastructure. 

Re-active problem solving is what most people perceive ‘Tech Support’ to be, but it should be much more.  Pro-active system checks and automated functions allow us to prevent problems before they occur and react even more swiftly when something actually goes wrong.

That’s why we call our service ‘Support and Maintenance’ and not just ‘Support’ because we handle all aspects of day to day maintenance and administration i.e user set up, system checks, backup logs, virus updates, security updates etc allowing clients to minimise their requirements for staff, time and skill-sets in these areas.

Logically our primary skills are within the Microsoft, Apple, Adobe and Sophos product areas but we have a wealth of knowledge on a broad range of third party applications and utilities as well as all hardware elements and modern telephone systems.  Systems support is conducted on-site or remotely via telephone and remote access.  To benefit fully from the remote control element of the support services offered, applications such as Remote Desktop Assistant and Terminal Services are used on all relevant hardware, especially servers.

Telephone and Remote Access Support

Our standard support options offer cover during normal business hours, excluding bank holidays and weekends.  Support packages may be purchased in advance and are valid for up to 12 months.  This covers all aspects of your network so regardless of the nature of product or problem, you can call on our technical expertise to assist.

Extended Support cover

Support is also available out of hours with our Extended Cover options.  Required periods are flexible and are tailored to suit individual needs.  Should you need to call us out of normal business hours, accrued support time is deducted from your current support package at the prevailing overtime rate.

On-Site Support cover

Remote support services can be enhanced with on-site work.  This time may be used at your discretion to include other projects.

Preliminary site surveys and meetings with key personnel are often essential where the client wants CTS to handle all aspects of IT project planning, site development, day to day administration and all of the support issues.

All hardware and software support can be orchestrated by CTS thus giving the client a single point of contact.  This allows us to truly establish whether we are dealing with a hardware or software issue, and to take the necessary action.  This can save a lot of time in critical situations.

Part of our role in all of this is to keep you informed and up to date with IT developments that may prove advantageous to your organisation.

Ad-Hoc and Emergency Support

For clients where there is no formal support agreement in place, our standard hourly rates apply for all remote or on-site work.