• Onsite Engineer

    Not all companies need a full time I.T. engineer but want the advantage of an onsite engineer with the backup of a team of experts behind them. Scheduled tasks, maintenance and installations can be processed regularly without dumping the workload onto another employee.

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    Onsite Maintenance Support

    If system up-time is a must and being without services and computers for prolonged periods is not an option for your business, you would benefit from an onsite support contract with guaranteed response times. Our contracts are flexible and cover telephone & remote support, call-outs, parts and labour as well as a loan unit to minimise system down-time.

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    Remote Support

    If you want to feel safe in the knowledge you will always have someone to call if your experiencing issues with your I.T. systems, the Remote Support contract is for you. 90% of issues are resolved either over the telephone or by remote control and should you need us onsite, you can pay for call outs as you go.

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Onsite Engineer:

For SME's a dedicated full time I.T. engineer / department is a luxury they cannot afford nor do they require, however there is an option available which will provide the benefits of an I.T. engineer with the backup of an I.T. department at the fraction of the cost. ICS&M can provide regular site visits by an I.T. engineer who will maintain your I.T. systems to the highest levels performing tasks that just don't get done when I.T. is processed in-house.

Task

Description

Checking your backups are actually storing data is essential to your disaster recovery. Your backup is an essential part of your disaster recovery process but very few companies actually check their backup is completing successfully and check the data on their backup media. The onsite engineer will check the backup logs and notify you of any failed backups and the reason why they failed. They will address the issues to prevent the same problem re-occurring.
They will also perform a data restore from your media to ensure that in the event of system failure your have data that can be recovered.

Checking operating system and security updates keeps your system clean and protected.

Operating Systems and Security Applications regularly provide program and security upgrades and patches. Making sure your systems are up to date keeps systems running smoothly and ensures you have all the benefits available that you are entitled to.
Program Updates: If there is a new feature available, regular updates means that your system will be ready to go as and when you want to utilize that feature.
Patches: Fix applications preventing crashes and enhancing the user experience.
Security Updates: Maintains the barrier between your computer and potential threats and security holes in your system.

Hardware maintenance and installation.

Over time dirt and dust will affect hardware.
Computers are cooled using fans to pull air through the chassis. Fans and heatsinks get full of dust and cleaned / replaced regularly will prevent overheating.
Printers also suffer from dust, toner and ink. Cleaning and replacing maintenance consumables will prolong life and maintain a better print quality.

System scans for virus or malware infection and hardware errors.

There are several types of scan that will help maintain a computer:
Virus and Malware: Your security software should have automated scans but running full system scans will check your entire system. Should anything be picked up, the engineer will be on hand to resolve the issue.
Hard Disk: Although they rarely go wrong, there are utilities that can be run that will pick up the early signs of disk failure. Early detection will allow the engineer to backup the data and replace the hard disk.
Operating System: During normal operation the operating system creates temporary and error dump files. Running the disk cleanup will identify these files and deleting these files will regain disk space.

Streamline existing systems and planning future updates.

I.T. is constantly evolving and regular site visits will allow the engineer to assess your systems and suggest potential changes / upgrades to enhance your system.
You may have ideas for the expansion of your I.T. infrastructure - Remote Workers, Satellite Offices etc and planning is an important part of the process which can also be discussed with the engineer.

Onsite Maintenance Contract:

Support, repairs and advice in a guaranteed time frame and budget your I.T. costs.

For an annual fee you will be entitled to telephone and remote support, onsite call-outs, repairs that include parts and labour and loan units should we be unable to repair the faulty unit. This allows you to budget your I.T. costs in the knowledge your computer systems will be taken care of in a guaranteed response time.

Task

Description

Telephone and Remote support by our trained staff Unlimited telephone and remote support. Call our support team and they will help with diagnostics over the phone. Should they be unable to talk you through a solution they will ask to access your computer remotely taking control of your computer. Remote access allows the technician full control as if they were sat in front of your computer and 90% of issues are solved this way.

Onsite call outs for computer and printer repairs.

If we are unable to provide a fix remotely the contract includes onsite call-outs. Call-outs are unlimited and all onsite labour is included in the contract.

Guaranteed response times for support.

This contract has two options for response time - 4 or 8 working hours.
Our working hours are Monday to Friday - 9:00am to 5:30pm. Out of hours contracts are available on request.
The response time guarantees that if we are unable to resolve the fault remotely, we will have an engineer onsite within the specified time giving you peace of mind.

Hardware repairs to faulty units including parts and labour

Hardware faults are repaired as part of the contract. All parts are included but please be aware that consumables are not. Consumables are items such ink/toner cartridges, drums and external media such as USB hard disk drives.

Loan computer equipment if we are unable to repair your computer.

If we are unable to repair your faulty unit we will provide a loan unit to an equivalent or better specification. This reduces your down-time in the event we have to wait for parts to be delivered to repair your faulty unit.

Enables you to budget for I.T. support.

All of the above for an annual payment which can either be paid up front or spread over the year.
All parts included.
All onsite call-outs and labour included.
No additional rental costs for loan equipment.
No surprise invoices for you.

Remote Support Contract:

Task

Description

Telephone and Remote support by our trained staff Unlimited telephone and remote support. Call our support team and they will help with diagnostics over the phone. Should they be unable to talk you through a solution they will ask to access your computer remotely taking control of your computer. Remote access allows the technician full control as if they were sat in front of your computer and 90% of issues are solved this way.

Onsite call outs for computer and printer repairs.

If we are unable to provide a fix remotely you will be able to book a payable call out. Your call out will have no guaranteed response time but you will be placed in a queue ahead of non-contract clients.