Computer Maintenance
Remote Support Contract
- Unlimited telephone and remote support during working hours Monday to Friday – 9:00am to 5:30pm.
- Guaranteed Response time for call back – 4 working hours.
- 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.
Onsite Support Contract
- Unlimited telephone and remote support during working hours Monday to Friday – 9:00am to 5:30pm.
- Guaranteed Response time for call back – 2 working hours.
- 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.
- This contract has two options for onsite response time – 4 or 8 working hours.
- Our working hours are Monday to Friday – 9:00am to 5:30pm. Out of hours support is 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 faults are repaired as part of the contract. 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.
- 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.
- All of the above for an annual payment which can either be paid in full or spread over monthly direct debit payments.
- Overview:
All parts included.
All onsite call-outs and labour included.
No additional rental costs for loan equipment.
No surprise invoices for you.
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.
- 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. - 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. - 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. - 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. - 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.
Workshop Repairs
Our purpose built workshop has tools and diagnostic equipment allowing us to repair a wide range of computer hardware.
We also have a large stock of spares allowing us to diagnose and repair common faults quickly. For those parts we do not have, we can order parts for next day delivery from our distributors.
Although our workshop supports our contract services you can bring your faulty unit to us without a contract where we will diagnose and repair your faulty device.
