FAQ - Services

Managed Computing - Support

Managed Computing

Why do you supply only one type of desktop computer?

The Dell Optiplex computers we supply are ideal for Managed Computing. They're all configured to our standard template, so we know exactly what is and isn't installed, and how the myriad hidden settings of Windows are set up. This makes them quicker to troubleshoot and mend.

Do you support other computers and laptops?

Yes. We support all modern computers from reputable manufacturers. If there are well-used or badly-configured machines in your office, we may have to reinstall Windows.

Do you support handheld PDAs?

We support Windows Mobile, Pocket PC, and Smartphones. Please contact us for details on specific models. We also support RIM Blackberry (Enterprise edition) for clients with Hosted Exchange email accounts.

How far away can you support computers?

All over the world. We currently support computers in LA, Singapore,Tokyo, and Suffolk. Obviously, we can't send the scooters to these clients so we rely on our long-distance customers being able to establish basic connection and troubleshooting work.

Do I need a broadband connection?

Yes. We can't provide a good enough service over a dial-up modem. If you're a laptop user, your primary location should have at least a broadband 500k connection.

How secure is Managed Computing?

Very secure. We provide a 'hardware firewall' as part of our service. This monitors and filters traffic across the Internet connection to prevent security breaches.

How long does it take to set up Managed Computers?

We hold some in stock for immediate delivery and the on-site configuration is quick, so we can often have machines running the same day.

Do the Managed Computing fees cover installation costs?

No. Installation work can be unpredictable, either simple or complex, depending on many factors, so we're unable do the installation for a fixed price. We'll be happy to give you a free quote.

What does maintenance entail?

Just like cars, computers are complex systems that eventually go wrong if you don't maintain them. We ensure your computers and software run at peak performance by regularly running maintenance processes and checking the results. We monitor the results and only need step in when there are problems.

What does Managed Computing maintenance include?

• Installation of Windows XP security updates - Microsoft release these several times to month to fix problems and patch security holes. Windows can install these automatically but we prefer to test them first - sometimes they are rushed out. The cures can be worse than the problems they solve.
• Anti-virus protection - Industry standard business-level protection updated constantly.
• Regular housekeeping - chores such as 'de-fragmenting' your hard-disk to avoid the gradual slowdown and clogging suffered by frequently used computers.
• Monitoring of hardware - Your computer has sensors to warn of overheating, broken fans and other problems which can lead to expensive breakdowns. If we detect these, we can warn you.

Support

How do we contact you for support?

Two ways: via the Internet or by telephone. If you contact us viaour support website, our system automatically creates a support case and passes it into the queue for the next available engineer.

How much will fixing a computer disrupt my work?

We try to minimise any disruption to your work. But occasionally we may have to ask you sit still and follow a few simple instructions. Like getting a haircut, there are some things that can't be done without your help.

How do you solve computer problems exactly?

We have powerful remote management tools that enable us to resolve most problems from our office. We can react very quickly, even instantly, to situations, avoiding call-out delays. If we can't solve a problem remotely, we'll scooter an engineer out.

How do you prioritise support cases?

We have three levels of priority to help minimise downtime for our customers.

• High - where the whole office can't work (e.g. a broken Internet connection)
• Medium - where one person can't work
• Low - where there is a work-around that enables you to continue working

Our engineers work from a queue of support cases. Once they've started on a case they'll endeavour to resolve it before moving onto anything else. The queue is constantly monitored to ensure high priority problems are given urgent attention.

Managed Computing - Support