What’s included in IT support? A simple breakdown

September 2, 2024

Many businesses ask us, “What exactly does IT support include?” It’s a fair question and we’re here to give you a straightforward answer. Here’s what you get when you work with a company like Ingenio.

1. Day-to-day IT support

This covers the everyday issues that pop up. Whether it’s a slow computer, a printer that won’t work, or software problems, we’re here to fix it. You just log a ticket or give us a call, and we handle it. At Ingenio, we respond within 15 minutes, so you’re not left waiting.

2. Proactive maintenance

Instead of waiting for things to break, we monitor your systems around the clock. We apply updates and patches to prevent issues before they happen. This helps avoid downtime and keeps your business running smoothly.

3. Cyber security

We protect your business from online threats. This includes everything from setting up firewalls to backing up your data in case of an attack. Our goal is to keep your data safe and secure, whether your team is working in the office or remotely.

4. Strategic IT planning

Your IT should support your business goals. That’s why we help you plan for the future. We meet with you regularly to review your IT setup and make sure it’s aligned with where your business is heading. This helps you avoid unexpected costs and keeps your technology up to date.

5. Supplier management

If you use different software or services (like accounting software or internet providers), we deal with those suppliers for you. Instead of you making calls to troubleshoot problems, we’ll take ownership and work directly with the supplier to fix the issue.

6. Hardware procurement and management

Need new equipment? We’ll help you choose the right hardware and order it for you. We also keep track of your current equipment, so you know what you have and when it needs replacing.

7. Service level agreements (SLAs)

An SLA is a promise we make about how fast we’ll respond to and resolve your IT issues. For example, we aim to respond to tickets within 15 minutes and solve problems as quickly as possible, depending on how serious the issue is. This means you know exactly what to expect from us in terms of service and speed.

8. Backup and disaster recovery

We ensure your data is regularly backed up and can be recovered quickly in case of an emergency, like hardware failure or a cyber-attack. This keeps your business running smoothly, even in the worst-case scenario.

9. New user and leaver management

When staff join or leave, we handle everything—from setting up accounts to removing access. This ensures that only the right people have access to your systems at all times.

10. On-site support

While most problems are fixed remotely, sometimes an in-person visit is needed. We provide on-site support when necessary, ensuring any complex issues are resolved efficiently.

11. Training and education with Ingenio Lightbulb

Our Ingenio Lightbulb platform offers comprehensive training for your staff on tools like Microsoft 365. It includes videos, quizzes, and guides to help your team use these tools more effectively. Whether it’s onboarding new employees or enhancing your team’s current skills, we ensure everyone’s up to speed with the latest tech. When you work with us, you’re getting a reliable IT partner that handles everything from daily tech problems to long-term planning. You don’t need to worry about technical issues or cyber threats—we’ve got it covered.

Ready for dependable IT support?

We offer reliable IT support to a diverse range of businesses across multiple industries including accounting, construction, charities and non-profits, finance, manufacturing along with a variety of startups and SMEs.

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