• What is Business IT Support?

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Business IT Support is a fully managed proactive IT support solution that delivers targeted IT support services within agreed timeframes. This means that as well as making provisions to detect and stop online threats, specialist IT support staff are made available to assist in day-to-day IT issues, including server failure, software failure, and telecommunications outages.   

Types of Business IT Support

Business IT Support is offered both as a complete IT support solution and as a series of compartmentalised support packages aimed at providing the required level of Business IT Support for selected areas of the business. The Business IT Support team effectively replaces any relevant in-house IT staff and hardware, becoming an outsourced IT department.

IT support requirements will vary depending on the type and size of the business. Ensuring that the correct package of bespoke Business IT Support is allocated will therefore naturally include an element of initial discussion over client needs and client expectations, as well as an analysis of current IT infrastructure (upgraded infrastructure may be required to rollout changes). 

Types of IT support include:

  • Server support
  • Engineer call-outs 
  • Cloud backup services
  • Telecommunication outages
  • Software updates and support
  • 24/7 Phone and email support 
  • Online protection (24/7 antivirus)
  • Hard disk data recovery services 
  • Cabling & infrastructure planning (current premises and when relocating)

Services are provided for a fixed monthly fee. Regular reporting on the effectiveness of all rendered Business IT Support services is made available, including the option of an annual IT support review (reviews will also serve to highlight areas in which increased coverage could assist in providing greater levels of protection and productivity). 

What are the Benefits of Business IT Support?

The decision to outsource essential Business IT Support requirements to a dedicated remote IT support team comes with several major benefits. Chief among these benefits is that companies are able to allocate resources (both in terms of staff hours and finances) away from resolving IT issues and may instead focus all efforts toward achieving core business objectives. 

Benefits of Business IT Support include:

Boosted Productivity - The purpose of the specialist Business IT Support team is to provide instant and clinical IT support over a range of IT issues. This means that existing staff that may have been previously tasked with carrying out IT support functions may be relieved from such duties, allowing all in-house staff to instead focus on other business functions.   

Threat Detection - As part of the Business IT Support function provided by the outsourced off-site team, any incoming files with potentially malicious intentions will be quarantined by the service provider. This not only reduces the risk of file corruption to individual workstations, but also offers wider protections relating to the business network and any on site servers.   

Upgrades & Compliance - The Business IT Support team works to identify key business requirements and to recommend strategically beneficial software and hardware upgrades. Devising and implementing an efficient IT architecture comes with compliance considerations - the Business IT Support team will assist in ensuring that companies remain fully compliant. 

Proactive Maintenance - Avoid Downtime - Where a company relies upon reactive IT support, downtime represents a present and ongoing threat. Proactive maintenance from specialist Business IT Support staff can help to increase business continuity levels, ensuring that incoming threats are analysed and stopped. The IT support team is able to report the type and source of the threat. 

24/7 Expert Support - Depending on the level of Business IT Support, relevant skilled IT staff may be made available to provide critical advice and guidance on specific issues that may arise. This further increases business continuity levels as the correct staff are able to deal with the problem within the agreed timeframes set out within the Service Level Agreement.

What is a Service Level Agreement?

A Service Level Agreement (SLA) is a contract between the service user and the service vendor. The purpose of the SLA is to outline not only the type of service to be delivered, but also the level of the service that the user may expect to receive and the timeframe within which all stages of the service should be completed. 

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