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FAQ - Services
Managed Computing
why do you supply only one type of desktop computer?
The Dell Optiplex computers we supply are ideal for ManagedComputing. They're all configured to our standard template, so we knowexactly what is and isn't installed, and how the myriad hidden settingsof Windows are set up. This makes them quicker to troubleshoot andmend.
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, wewill have to reinstall Windows.
do you support handheld PDAs?
We support Windows Mobile, Pocket PC, and Smartphones. Pleasecontact us for details on specific models. We also support RIMBlackberry (Enterprise edition) for clients with Hosted Exchange emailaccounts.
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 theseclients so we rely on our long-distance customers being able to dobasic connection and troubleshooting work.
do I need a broadband connection?
Yes. We can't provide a good enough service over a dial-up modem. Ifyou're a laptop user, your primary location should have at least abroadband (500k) connection.
how secure is Managed Computing?
Very secure. We provide a 'hardware firewall' as part of ourservice. This monitors and filters traffic across the Internetconnection 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-siteconfiguration is quick, so we can often have machines running the sameday.
do the Managed Computing fees cover installation costs?
No. Installation work can be unpredictable, either simple orcomplex, depending on many factors, so we're unable do the installationfor 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 gowrong if you don't maintain them. We ensure your computers and softwarerun at peak performance by regularly running maintenance processes andchecking the results. We monitor the results and only need step in whenthere 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 'defragmenting' 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 caseand 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 wemay have to ask you sit still and follow a few simple instructions.Like getting a haircut, there are some things that can't be donewithout your help.
how do you solve computer problems exactly?
We have powerful remote management tools that enable us to resolvemost problems from our office. We can react very quickly, eveninstantly, to situations, avoiding call-out delays. If we can't solve aproblem 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'vestarted on a case they'll endeavour to resolve it before moving ontoanything else. The queue is constantly monitored to ensure highpriority problems are given urgent attention.