How the PC and Networking service works

We appreciate that clients usually want an instant response to their problems and for this reason calls can be made direct to the mobile phones of our engineers.

Alternatively client’s can call our office number and if an engineer is available they will provide assistance or our office will contact the appropriate engineer who will call you back within 10 minutes to diagnose the fault.

If possible a suitable remedy will be suggested to the user involved and any serial numbers of hardware etc will be noted for the purpose of this call.

If after diagnosis it is discovered a third party needs to be involved, then they will be contacted for you on provision of a suitable phone number and information to gain access to their support staff.

We have access to a large Knowledge Base of information to solve known issues and we are also able to escalate a call to a higher level eg Microsoft or Novell. As a result of the support call a site visit may be required.

If the solution then involves replacement of hardware in a PC which is not under warranty then we will make a charge for the cost of the replacement part.

If repairs or maintenance is required to peripheral devices then this may involve costs to 3rd parties otherwise there will be no charge for any stage of the call or visit this service is part of your contract.

Once you have agreed that a call has come to a successful conclusion we will close it.

Logging of support calls If required we will supply a computer support log file which is kept at the client’s premises. Telephone support can be recorded along with details of site visits and action required.

Please choose from the network solutions sub menu
on the left.