Qworks Tailored Support Brochure

Bespoke support services

Tailored support for your business

Tailored support for your business However well a system is put together, there is always likely to be something that causes you an issue and requires external support to resolve it. Our helpdesk is not only an integral part of our business, but epitomises our commitment to quality and customer service.

Bespoke support services

Our helpdesk is entirely based in the UK, at our head office in Tamworth and the dedicated team of specialists provide unlimited support for all our contracted users, from 8.00am – 6.00pm, Monday to Friday, with out of hours support available by special arrangement.

All businesses are different which is why we offer a comprehensive range of support options to allow every organisation to select the one that best suits the unique requirements of their operation. Read on to see which one would suit your business the best.

Helpdesk Plus Helpdesk Plus is the most cost effective way of providing your business with core helpdesk support services.

Direct user support Helpdesk Plus is a support solution designed to not only reduce business costs, but also to increase user productivity through increased uptime. It is a flexible solution that supports the heart of all business.

Generally, helpdesk costs and staffing are problems that IT managers could do without.

The provision of comprehensive support to computer users can still be resource intensive, restricting the time that IT managers spend on strategic planning. Helpdesk Plus is a solution designed to significantly reduce these issues.

Giving you access to a team rather than an individual, Helpdesk Plus provides a fundamental improvement in the level of support experienced by your users.

How does it work?

Helpdesk Plus is a contract structured investment based on a monthly per user ratio for the standard service elements with uplift for any optional services that you require, such as user training, disaster planning or consultancy.

Contracts can range from one year to five years with the cost per user fixed for the term therefore providing businesses with financial predictability when it comes to IT support.

The contract starts with our Network Optimisation Programme. This audits and documents your network and as a result we resolve any outstanding issues.

The programme ensures that you have a stable, functional and risk free network environment immediately after contract commencement.

What’s included?

As standard, Helpdesk Plus covers your server and workstation operating systems. Most mainstream user applications are also included.

All problems are rectified within predefined timescales and the most appropriate response mechanism, for example, telephone or remote access. Business application support calls, which are optional, are resolved in the same manner and where appropriate, passed on to the specialist service provider.

All users have unlimited direct access to our helpdesk during normal working hours for the resolution of software faults.

Ongoing performance management On a quarterly basis, your account manager will review the service level statistics with you. Our target is that 100% of all calls logged fulfil the service levels.

Support Plus Support Plus has been specifically designed to augment your existing IT resource.

Enhanced IT Support Our experience has shown that firms who do not wish to totally outsource their IT function may have a need for support that goes a stage further than typical hardware and software maintenance agreements. For that reason we provide Support Plus.

Support Plus has been specifically designed to augment your existing IT resource, providing our clients with unlimited access to a huge range of skills and experience as and when they need it.

With an ever changing technology landscape, Support Plus is a cost effective way of providing your business with core IT services that support all the latest technologies. This may in turn release internal IT staff to concentrate more on business strategy rather than operational day to day support of the users.

How does it work?

Support Plus is based on the user headcount within the business. Contracts can range from one year to five years with the cost per user fixed for the term therefore providing businesses with financial predictability when it comes to IT support.

The contract starts with our Network Optimisation Programme. This audits and documents your network and as a result we resolve any outstanding issues.

The programme ensures that you have a stable, functional and risk free network environment immediately after contract commencement.

What’s included?

Support Plus provides cover for the server estate, desktops, laptops, printers and all active networking equipment on an unlimited basis for the duration of the contract as well as unlimited parts for hardware. Microsoft and Apple operating systems and most mainstream user applications are also included.

All problems are rectified within predefined timescales and the most appropriate response mechanism, for example, telephone, remote access or an onsite visit from one of our team of engineers. Business application support calls, which are optional, are resolved in the same manner and where appropriate, passed on to the specialist service provider.

All users have direct unlimited access to our helpdesk Monday to Friday 8.00am – 6.00pm.

Ongoing performance management On a quarterly basis, your account manager will review the service level statistics with you. Our target is that 100% of all calls logged fulfil the service levels.

Flex Total peace of mind for every aspect of your IT infrastructure, ensuring it is an enabler for growth, not a stumbling block.

Enhanced IT Support Flex is our managed service solution.

It incorporates everything that an organisation might require from an operational and strategic point of view. We have designed the range of services to offer any organisation a practical, pragmatic alternative to managing its own internal IT resources.

A managed service is all about ownership; it’s about understanding who is responsible for each element of the total solution. For example, Flex enables us to assume responsibility for managing all third-party applications and service providers under the terms of existing support arrangements, but with Quiss as the single point of contact.

How does it work?

What’s included?

Flex is a fixed term, fixed cost partnership, based on the number of users within the business and delivers total peace of mind.

It is made up of modules which enable clients to select the elements that are most appropriate to their business with the fees being based on the number of elements selected, multiplied by the number of users.

The Flex solution incorporates all the services you would expect and perhaps a few that you wouldn’t. As standard the solution provides the following:

The service provides a high level of support across a range of disciplines, whenever users need them, from training to helpdesk queries.

We assume responsibility for managing our clients’ IT infrastructure, which can either be hosted in our Tamworth data centre or remain an on premise solution for clients that prefer that option.

Professionally designed robust network infrastructure – including a detailed audit of your existing IT infrastructure Network administration and management – includes setup, modification & management of user accounts, distribution lists, network printers etc Unlimited user helpdesk support Remote and onsite support Statistical reporting – quarterly call statistics to track issues, frequency and responses Unlimited server software support Unlimited desktop software support Unlimited server & desktop hardware support

There are numerous optional extras that can be added to your contract which include but are not limited to:

Features – Unlimited Support Delivery

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Optional

Optional

Pre-defined SLA's

Third party application liaison

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Administration for user account changes

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Server support*

Networking equipment support

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Inclusive of in hours service and installation

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• Comprehensive network administration & management

Dedicated account management

• IT consultancy • IT project management • Third-party supplier management • Asset & licence management • 24 hour remote monitoring

Ongoing performance management

Site documentation VIP service call escalation

PC, laptop, TFT support Printer support

Asset/licensing management

Optional

Optional

Optional

Disaster Recovery*

Optional

Optional

Optional

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Optional

Inclusive of out of hours service and installation Proactive network administration and management

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Optional

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Optional

Unlimited end user IT training

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Third party supplier management

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First line support for business specific apps

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Optional

Comprehensive reporting

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Optional

Mobile device support (iPhones, iPads, Surface etc)

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Optional

24 Hour server monitoring** Leased IT equipment

Unlimited IT consultancy Unlimited project management

On a quarterly basis, your account manager will review the service level statistics with you. Our target is that 100% of all calls logged fulfil the service levels.

Flex

Optional

Standard reporting

• IT training

Support Plus

Extended helpdesk

Helpdesk support 8am – 6pm

• Out of hours service and installation

• Disaster Recovery

Helpdesk Plus

Most features are available on an ad-hoc basis. *Services differ for hosted customers. **May require additional software.

Optional

Optional Optional Optional

Excellence through experience

QUISS TECHNOLOGY PLC Claymore, Tame Valley Industrial Estate, Tamworth, B77 5DQ TELEPHONE 01827 265000 EMAIL enquiries@quiss.co.uk

www.quiss.co.uk