IT Support - Support Process
The personal touch is key in IT support. 'Tech speak' only where needed and as much or as little involvement as you want. Below is the basic process used for the services offered.
- Contact and discussion of your needs
Firstly we will talk about your requirements, the equipment you have (or will need), advice on its purchase (if not pre-purchased).
If it's an IT fault you have then you will be asked some basic questions (in a human manner unlike that of a patronising 'help line' service!... oh how we loathe them sometimes!).
Depending on the equipment, your location and the task in hand, we will arrange a date to meet. If the situation is urgent this will be discussed upon contact.
- Meeting (and maybe a cuppa!)
Next we will meet up. The process will begin by looking at the equipment you have, making sure you have everything that's needed and finalising a price (after some diagnosis if the request relates to a fault).
Generally installations, equipment set up and problem solving will be carried out on site at your location. Problems needing further work may mean I will need your system overnight.
If a computer is needed to be taken away, all documents (unless unretrieveable) will be backed up at your location and the back up hard disk held by you until the PC returns.
It is hard to guarantee how long faults will take to fix. Some are simple, some can be VERY complex and there is always a chance a 'fresh start' will be needed. This could include the requirement for purchasing new software or hardware but this will always be a last resort (and again data is rarely damaged).
Installations, network set up and upgrades should be straightforward and take no longer than an hour or two AT MOST but again this will depend on the circumstances.
- Phone Support
Once you are a customer I will be glad to offer phone support for minor problems or questions no matter how small including purchasing advice (and some research) should you be looking to upgrade.
