Desktop/Server Support
Productivity improvements are a significant element of modern business strategies. Delivering support in this environment where technology change is rapid and the lines between equipment, software and change management have become blurred is increasingly challenging.
Companies looking for infrastructure services often find themselves faced with a major decision - who to rely on for the support of a diverse range of new and legacy equipment, a multitude of software versions and a constantly changing environment. Maintaining the required resources and skills in-house can be both costly and difficult to manage.
Partnering with Integral Specialist Services offers an attractive solution to this challenge.
The service we provide
We provide comprehensive flexible service contracts, which offer total peace of mind, include valued services at no extra cost and offer pioneering options such as ‘Priority Call Rating’, which allows you to set the priority of the support call you place at the time of the fault ticket being raised. After all, who understands the urgency of the problem better than you?
When you place a desktop/server support call with us you will experience our dedicated UK based 24x7 technical assistance centre and will have a single point of contact for your support call. Your support request will be clarified and a fix guaranteed within 4 hours (although in many cases fixes can be achieved in much less time than this), whether the fix is possible to be made on the telephone or via remote dial in or whether it requires an engineer with or without parts.
We have 450 field and site based engineers, accredited with the leading hardware and software vendors, ready to resolve any challenge and because we combine both hardware and software skills to provide an integrated approach, we are able to offer an efficient and cost-effective service.
In short, our desktop/server support service gives you the confidence of a defined service level agreement and the guarantee of a 4 hour fix to any desktop/server problem.
Accreditation and Quality Standards
Integral work with key vendors to guarantee the integrity of the solutions we provide.
Hardware Solutions: We can provide expert support for equipment from all of the leading hardware vendors including HP, IBM and Dell.
Software Solutions: Our Microsoft Gold Partner gives us access to experienced and qualified Microsoft personnel; enabling the speedy resolution of software faults and the development of ‘work arounds’.
Our Experience
Our work in Support & Maintenance Services speaks for itself, having supported 62 corporate accounts since September 2004 (as at July 2010) and having one of the highest customer retention rates in the industry. In fact our first time fix rate stands at over 97%!
Benefits
The key benefits of our desktop/server support service are:
- Nationwide coverage with 24x7 services and guaranteed 4 hour fix
- A single point of contact for all related incidents
- Guaranteed response and fix times within defined service level agreements
- Access to a network of spares locations
- £25m+ in distributed spares backed up by specialist consultants
- 24x7 Helpdesk and call logging facility
- Over 450 field-based skilled and accredited engineers
- Dedicated Account Management
- Service Delivery Management
- Remote and onsite troubleshooting services
Costs
Costs are dependent upon what needs to be supported, the quantities and service levels required. All of our service contracts are fluid and flexible (not a fixed cost per annum) and offer cost reconciliation where not only contract additions are taken into account but also contract deletions and charges are updated accordingly (e.g. if after a few months into the contract term you decide to delete items from the contract schedule, then we will adjust your support costs in line with those deleted items and either pay back to you the difference or adjust your quarterly invoice).
Integral offer various payment options, such as the option of paying quarterly in advance, annually in advance or even monthly.
What People Say
We have been using the services of Integral since 2005 and are extremely pleased with their proactive support model, responsiveness and true flexibility. We have a dedicated account and service delivery team and so always know who to talk to. As a leading manufacturer of bearings, we rely on the use of the ICT systems and if it fails then production stops. We can always rely on Integral to pull out all the stops to ensure we are back up and running as quickly as possible. The technical staff are always helpful and go the extra mile to help us. IT Manager
SKF Group
Our Guarantee
Our desktop/server support service provides you with the peace of mind that your issues or faults will be dealt with promptly and fixed within 4 hours. This is formalised within a defined service level agreement. In the unlikely event that your desktop or server isn’t fixed within the agreed timescales then the appropriate and documented escalation procedure would be enforced to ensure that we achieve a resolution as quickly as possible. We will never walk away from a fault until you are completely satisfied that it has been rectified. As with all of our services, our contracts carry performance guarantees, as standard, with penalties and service credits – that’s how confident we are in fixing your faults first time round and within the agreed service levels.
Our Full Range of Services
Most of our clients are initially attracted by one of our services but most go on to use many of our other services. Our focus is on saving clients budget in a wide range of areas, while improving operational efficiency. Please do look at our services introduction page to see other areas in which we can help you.