Managed IT support
The help desk, on-site visits and device care for one price per person.
Fernway IT, managed IT support in Springfield (sample)
IT support for offices of 5 to 150 people
Call us and a person answers. Every ticket is sorted by how many people it stops and how badly, and that sets how fast an engineer is on it.
Who it affects, and how badly
Work has stopped
Work is slowed
It can wait
The whole office
Everyone, or the main site
P1
15 min
Work has stopped
Internet or the server down for everyone
On call 24/7
P2
1 hour
Work is slowed
Email slow or failing for the whole office
P3
4 hours
It can wait
New Wi-Fi for the meeting room
A team or a site
One department, branch or shared system
P2
1 hour
Work has stopped
Accounts cannot open the finance system
P3
4 hours
Work is slowed
The shared printer keeps jamming
P4
Next day
It can wait
Three laptops for new starters
One person
A single user or device
P3
4 hours
Work has stopped
A laptop will not start
P4
Next day
Work is slowed
Outlook keeps asking for the password
P4
Next day
It can wait
Software needed next week
How we sort every ticket. Response times on the Managed plan (sample). Darker cells are answered sooner.
How a ticket runs
The same five steps for a forgotten password and a server that will not start. You get a ticket number and you always know who has it.
1
Logged
Call, email or use the portal. You get a ticket number straight away.
2
Sorted
An engineer checks who it affects and how badly, and sets the priority.
3
An engineer responds
Within the response time for that priority, by phone or remote session.
4
Fixed
Remotely if we can, on site if we must. Bigger work gets a quote first.
5
Closed with a note
You get a short note of what was wrong and what we changed.
Book a free IT review
An engineer spends an hour with you and your setup, then sends a short written list: what is fine, what is at risk and what it would cost to fix.