Support and Service

Support and Service
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We are very much a 'hands on' cloud company, and our concierge-class approach means you can think of it as hands on with white gloves!

We have a range of services and resources at your disposal to support your business as it uses the cloud, whether it’s required on-premise in your office or in our data centre.

Our Services include:

  • Support
    • For Hosted Desktop, Private Cloud, Back up and Disaster Recovery solutions we offer first-class SLA backed support, provided either remotely or onsite as necessary by our highly professional engineers
  • Consultancy
    • Our consultants provide a range of management and strategic services including preparing reports, evaluating business processes, and creating migration or implementation plans

Our 'best effort first' approach means we treat every support ticket with the attitude of providing a first time fix that exceeds the expectation set out by the SLA which governs your service response time. Sometimes the fastest fix is with telephone or remote support. However, when it really needs one of our conscientious team of professional engineers to provide on-premise service to provide a satisfactory resolution to your support issue, we’ll be there rapidly.

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Discuss your requirement for concierge class on-premise support

On Premise

Our customers exemplify our solutions and services

Field Sullivan

Chartered Accountants

A Serviced Cloud engineer supported the changeover to ensure all data was migrated ...
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Our Support Services
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Discuss the problems you have finding good support

Our Support Services

Our friendly and professional engineers operate as an extension to your own team. Our service is flexible, with an emphasis on saying 'yes'.

  • Concierge-class service
    • Provide service touchpoints that let you speak to our friendly UK-based support team that are familiar with you and who know your systems and the service expectations of your business
  • 24 hours a day, 7 days a week, 52 weeks a year
    • We have a can do attitude because in globalised markets business never stops flowing and out-of-hours in London or Paris may be in-business-hours in Hong Kong or New York
  • 3rd party friendly
    • Collaborative and co-operative attitude to working with 3rd party suppliers of specialist financial Line-of-Business applications, such as trading or black box and accounting systems

Our engineers:

  • Understand your business
  • Provide 24 x 7 cover
  • Guarantee a telephone response within 1 hour to every ticket logged
  • Rapidly arrive on site when required
  • Proactively recommend and implement solutions
  • Pre-schedule maintenance visits

Our Engineer and Consultant Rates

Our invoicing is transparent and simple and straight forward. The more you commit to invest with us the less it costs to access the expertise and experience of our team.

Commit to Spend
£0 – ad hoc work – no service level agreement.
£100 per month
£500 per month
£1000 per month
£2000 per month
£3000 per month
Engineer and Consultant Rate
£120 per hour
£100 per hour
£90 per hour
£85 per hour
£80 per hour
£75 per hour

Time is worked out in 15 minute intervals. Out of office support is provided at 1.6x the hourly rate.

Talk to us today

Find out why we're a better choice for Cloud Solutions

Fill out the form below or give us a call on 0207 093 6020