IT Support Services: Where To Start

Every company is different, so it goes without saying that every company’s IT Support requirements are different too.

If your business is considering taking on the services of an IT Support company for the first time, or just looking for an alternative provider, it can be a confusing and mind-boggling process.

In the UK and especially in London the choice of IT Support providers is vast.

But if you want to keep it basic and straightforward, you’ll most likely be wanting IT Support in one of the following two main categories:

Monthly Support per Computer/Server

Monthly Support services usually involve a flat fee for each server, computer and/or laptop in your business on a per calendar month basis.

This flat fee may cover a variety of support services for your IT equipment, so make sure your contract includes as many services as possible for the best flat fee.

Price typically range  from £15 – £95 per desktop or laptop PC and £100 – £175 per server. The fee will vary according to the number of computers you have in your office. The more computers, the lower the cost per machine.

Hourly Rate Support Contract

Hourly Support services are usually sold as a “bank” of support hours which can be used for remote support, onsite support or a combination of both.

You will be able to utilise these hours as needed. For example, if you have 10 onsite support hours and 5 remote support hours every month at your disposal, you can schedule onsite engineer support visits and keep remote support hours for emergencies.

Hourly rates typically range from £35 – £75 for remote support and £55 – £175 for onsite support – depending of the type of support and the skills and seniority of the engineer doing the work.

Proactive IT Support, Monitoring & Management

Your IT systems also require differing degrees of monitoring and management to prevent issues arising and to solve “invisible” problems that you may not even know exist.

The types of proactive monitoring and support services you might want to look into could include:

  • Network monitoring: checking your bandwidth status in order to avoid bottlenecks and maintain efficient data flows in and out of your business
  • Security checks: ensuring there are no listening ports open and that your network and PCs are protected against viruses and spam
  • Remote access: laptops that are remote to the office will need to comply with your policies and will require software upgrades and security
  • Hardware or software warranties: in most cases, hardware and software warranties are provided by the manufacturer, so it’s important to know what cover is in place in case of a hardware fault or breakdown
  • Backups: data backup is a critical element of your IT systems. It’s vital to ensure that your data and emails are backed up
  • Data restore:  once your data is backed up, you need to know how – and how fast – you can restore data in case of loss or accidental deletion.

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