We can reduce your support calls by 85% from just £45 per month!
Looking after business' in Nottingham, Derby, Leicestershire, Mansfield, Newark and Chesterfield.
How do we achieve this?
The Difference- Daily maintenance (Disk scan, disk defragmentation, temp file cleanup)
- 24 hour error log monitoring with proactive fix
- Daily patch and service pack installations
- Daily multiple virus scans
- Back up monitoring
- 24 hour uptime and accessibility monitoring
- All faults are alerted to our Network Operation Centre (NOC) for analysis
- 24 hours server service monitoring and fix
- Monthly audit reports
- Quarterly network health meetings
- Ongoing advice and recommendations
- 1 click fault logging for users from their desktop
- Instant remote control from our NOC
| 
|
We run out of hours routine maintenance on your IT equipment daily to ensure they are virus and spyware free, have all the latest service packs and updates installed, check disk and disk defragmenter are run if required.
On servers, we monitor them 24/7 and automatically fix problems before or when they occur.
How do we achieve this? With our Dolphin product.
Dolphin is our new cutting edge software that allows us to take support to the next level. It is no longer acceptable to just fix PC's when they go wrong. PC's are now a vital business tools that need to be in peak condition at all times allowing users to get the maximum efficiency from their workstation. We email monthly reports to ensure our target is achieved.
Monthly Reports
Executive summary - Our executive summary report includes a network health score. This score is a combination of a number of factors. If the network score drops below the previous month, we analyse the factors that have resulted in this and work to rectify these highlighted areas. Because we constantly measure these results it ensures your network health remains high and your staff are at their most efficient with their PC's in peak condition with reduced interruptions for PC problems. Click to view a sample report.
Uptime Report - Our comprehensive uptime report shows the servers and computers on your network, the hours they have been operating and if they have been shut down incorrectly. These reports are excellent for the diagnosis of computer faults an identify any unnecessary downtime. Click to view a sample report.
Below are our support options helping us achieve an 85% reduction in tech calls.
 Dolphin Managed Services
Custard are finding that more customers are requesting a proactive support model as the IT in their business becomes more important. Custard believe that it is no longer satisfactory to fix computers when they break, but support that can identify and rectify issues before they become a problem. Custard have listened and now offer the worlds leading managed service called “Dolphin”.
With Dolphin we have run an extensive scan and audit of your network enabling us to rename the PC’s into a more manageable format. This includes comprehensive information relating to all the computers connected to the network and network printers. Our audit allows us to asses the full specification of the PC’s with the amount of memory, processor type and speed, the service pack and patch level of the computers and all the software installed on each PC. With this information we are able to give the correct advice and a way forward for the PC’s. Our software will also allow us to monitor and manage all the desktops remotely. This gives us the ability to install service packs and patches, run upgrades and installations out of hours, not disrupting users. Our software allows us all the same tools for the servers and the management of them. Targets are set for the overall health of a network and we work tirelessly to ensure these are achieved and sustained. With a healthy network comes fewer problems and increased productivity.
As part of our on going support we will allow users to log support tickets with one click from their desktops. This speeds up the fault logging and reporting process, allowing users to be kept fully updated on the progress of their issues. We can take control and rectify 95% of problems without having to arrange a site visit, this keeps fault resolution times down and productivity up.
Maintenance
Running regular maintenance on your computers ensures they run efficiently. Bad sectors on hard drives, fragmented hard disks and excess temporary files all reduce the daily operating speed of your PC’s. With our regular maintenance we can remove bad sectors, stop the hard drive becoming fragmented and delete any temp files that have built up. This process takes many hours to run, Custard schedule this work to happen out of hours so your workers are not disrupted, Computers can be switched off on completion if required.
Virus and Spyware Scans
A daily Spyware and virus scan ensures no malware makes it through your defences. Although your company network is well protected, laptops in the field are not so well protected whilst out of the office. It is therefore possible for them to spread infection across the network when in the office.
Patch and Service pack installations
Microsoft recommend the installation of all MS operating system patches as soon as they become available. Often this updates require a reboot. This generally means that users ignore the updates or turn them off. Without windows updates and service packs computers are more vulnerable to attack. Service packs and fixes also fix bugs and problems as they are discovered. When problems occur on computers Custard run all the office and windows updates as this often fixes software problems. Running these updates can take a few hours and the machine is out of action during this time. This has an impact on the user with them not being able to work on their computer while the work is carried out.
24 / 7 Call error log monitoring and proactive fix
Custard monitor the error logs of all the machines on your network, errors are flagged to us via our support system. This helps us proactively fix problems before they become an issue. Proactive fix lets us resolve problems without disrupting the user, as we can schedule work to be carried out remotely and out of hours.
Support Figures
Below are a list of the top 5 small business problems 85% of support calls.
System performance 32%
Application issues 22%
Operating systems 14%
Security 9%
Printing 8%
(information from eChannelLine, Patricia Picket August 2007)
Proactive
Our proactive Dolphin service allows us to eliminate the majority of these calls, this give your workforce reduced downtime. An example of a technical call for a system running slowly. The call is logged that the system is running slowly. Custard remotely access the computer to diagnose the problem. The work that needs to be carried out is 2 x virus scans, 2 x spyware scans, scan disk, defragmentation and deletion of temporary files. All this is done remotely in around 5 to 6 hours. Whilst the work is being carried out the desktop is out of action. With Custard Dolphin all this work is done out of hours on a regular bases, this removes calls like the above and keeps productivity significantly higher.
In addition to our workstation support our server support has now been further enhanced to allow the server to resolve problems itself. Dolphin monitors the server in the way we do at present for any services halts, long email queues, hard drive space issues and so on. Once one of the factors is outside our pre defined parameters the server will automatically take steps to resolve the problem. It will restart the service, delete temporary files. If this still does not resolve the problem the server will report the problem to our support desk with fixes that have already been attempted. This way 98% of server faults are automatically fixed. This means issues are resolved 24 hours a day.
We constantly monitor all of the computers on the network for any changes in hardware or software. This gives us a full audit trail for each PC and server on the network. We are able to interact with all the users at once if a network wide problem occurs and inform all users once this is resolved, this saves time with multiple users reporting the same problem and allows them to get back to work the moment the incident is fixed.
At Custard we pride ourselves on the ability to proactively resolve issues before they become problems and with the help of our cutting edge support tools we are able to achieve this. The tools we use are the ultimate for managing a computing infrastructure.
Expert Help
Get expert telephone and email support and onsite hardware service to keep your computer systems up and running. The CustardCare Premium Service and Support Plan covers PC's, Laptops and File servers including software. If you experience a problem, Custard technical support experts are available to help you determine if it's a hardware failure or a software configuration issue. In either case Custard's support staff will work to get your system up and running as quickly as possible. And because Custard offer cover on all your IT hardware and software there's only one Custard number to call.
The CustardCare Premium Service and Support Plan delivers expert telephone and email support with 30-minute response time. The hardware repair coverage ensures two-hour onsite response during business hours and next-day onsite response after business hours (terms apply). Onsite response time and availability of onsite service depend on your location. With the CustardCare Premium Service and Support Plan, you'll have the assurance that Microsoft-authorised technicians will perform repairs using genuine parts.
Can't find what you are looking for? Call us on 0800 9804420
|
