Think4 IT Solutions: IT Support for Manchester, Cheshire & Lancashire

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Overview of the Service

Think4 IT support services are designed to give clients comprehensive support assistance to ensure that support incidents are resolved swiftly. Our experienced and highly skilled support team are committed to delivering excellent service and ensuring that all issues are resolved in a prompt and professional manner.

Think4 IT offer tailored support contracts to enable the service to fit client's support requirements exactly through flexible options on service levels, type of cover and budget. Our complimentary proactive support offerings enhance our support service to deliver a complete IT support solution for clients who want to adopt a more proactive support service.

Some clients outsource their entire IT function to Think4, whilst some clients utilise Think4 Support Services as a point of escalation to assist their internal IT team, for this type of client Think4 can provide access to a support portal whereby IT Administrators can access, monitor and report on key areas of their system through functionality such as custom reports with drill-down capability, software and hardware audit capability, licensing details, performance and utilisation stats.

Think4 Support Services offer unlimited telephone support calls between 9.00am – 5.30pm Monday to Thursday, and 9.00am – 5.00pm Friday, (excluding public UK holidays), with options to extend cover to out of business hours to 24/7 if required.

 

Support Service Summary:

  • Unlimited Telephone / E-mail and remote support
  • Onsite support when required
  • Unlimited return to service support with 8, 4 or 2, hour response times
  • Access to a team of highly experienced and skilled technical specialists
  • Help and advice on deploying new technologies/systems
  • Hours of cover (excluding public UK holidays):
    • Mon – Fri: 09:00 to 17:30hrs
    • Out of office hours options available upon request
  • 30 days' notice of termination of the contract by either party
  • Provision of loan equipment (subject to availability)
  • Warranty call management on equipment supplied by Think4
  • Telephone, email and online call logging
  • Comprehensive incident analysis and reporting
  • Annual on-site contract review meeting with a designated client account manager
  • Single point of contact for fault logging and analysis
  • Priority status over project work
  • Remote and onsite diagnostic facilities
  • Re-installation of operating system after hardware crash
  • Re-installation of applications after system crash
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