OpenSupport
Experienced Technical Support for you business
Product Overview
OpenSupport was born out of a recognition that small to medium sized enterprises needed the support of an informed IT department. It is not always feasible for smaller firms to employ full time I.T. staff. We also recognise that staff with the correct IT skills are often hard to find. This is why OpenSupport comprises of full time qualified staff who all come from diverse IT backgrounds. Our expertise covers a vast range of IT related areas including (but not limited to) network design and implementation, network security, VPN configuration, backup and data storage, server installation and software implementation.
Product Features
In addition to developing quality software, the Open Source Software Company also have extensive experience in all aspects of technical support. A number of key methods can be utilised when diagnosing support problems. By using these effectively, we are able to provide the best support we can to our clients. These methods include:
Consultancy/Design
For those businesses that have an IT system that is not performing well, where a desire for change has been recognised, growth has occurred or new business practices are required, then a report will be prepared detailing existing equipment, outlining choices and proposing a solution.
Installation
Our engineers undertake all aspects of any installation. We do not subcontract any work and a typical installation could include:
- Ensuring that the existing data and telecoms infrastructure is capable of sustaining any proposed solution
- Supply and configuration of branded Workstations and Servers (HP, Compaq, Dell etc)
- Design of the network to provide all users access to specified services
- Creation and implementation of a security policy
Remote Access
Our engineers regularly access our client servers and networks, performing maintenance checks, updating virus protection software and solving everyday problems. We also have the facility to remotely access / control every machine throughout our networks. This enables us to correct minor configuration problems immediately, without disrupting productivity.
Telephone
Telephone support is also available. Our phones are always answered by humans and we never log calls. Our staff are experienced in dealing with a vast array of problems and if an issue cannot be rectified immediately, appropriate action will be taken to minimise disruption for all those concerned.
In circumstances in which an immediate resolution is not required, we encourage our users to email us their query.
Ticket Support
Our email system is directly linked to our online ticketing system, which automatically creates tickets based on email content. Using this software means that we are able to pair up support queries with the most suitable engineer depending on skill sets and knowledge. In the unlikely event that a problem cannot be rectified within 24 hours, the ticket will be escalated. Our users have access to an online customer support desk whereby they can check on the progress of any tickets that have been created for them, including all notes made by our engineers throughout the resolution process.
Site Visits
Our engineers visit our sites on a regular basis, not only to rectify hardware and software problems but also to ensure that they are familiar with the physical arrangement of all our networks systems, staff and any special procedures that are carried out at a particular location (i.e. backups etc).
Continuing consultancy
Further advice and consultancy is provided as and when any issue arrives that we consider are important for a business to consider. Examples of this would be the introduction and application of new technologies that would affect a particular firm. At some of our larger client sites, our engineers attend regular meetings conducted by the Management Committees.
