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PC Support

Pc support is often the most visible part of our complete IT solution as this is where your staff get to talk to us on a daily basis. The type of support calls we receive varies greatly, from simple “How can I change my default printer” requests to “How can I play region 1 DVDs on my laptop”. Provided the support query is related to your line-of-business, it is covered in your fixed monthly fee. This includes any on-site callouts required where we cannot provide a solution by remote control.

Currently about 20% of our support calls are for faults, the remaining 80% for change requests. Our standard build has been instrumental in reducing faults over the last 10 years, and our aim is to eventually bring our PC support in-line with Server support, where PC faults become a rarity. Until that happens, you can rest assured that 8Networks’ staff are the most dedicated and competent professionals in the IT support industry.

Each PC we support is identified by a PC number.

A fresh start

We backup, wipe clean and then completely reinstall all software on every PC we support. We do not use manufacturers’ recovery disks but install the Operating System ourselves. This ensures we start with a clean slate and cannot inherit any faults or misconfigurations from previous support companies. It also means we can document which drivers are installed and efficently manage future upgrades.

Your staff will notice an immediate difference in performance and reliability as each PC is completely wiped and reinstalled to a documented standard. This removes all unused, unknown or illegal software, and you can remain compliant and in control by specifying exactly what software is installed. In many cases your PC will work faster than when it was first purchased because we also remove all the bloatware that is typically installed by a PC manufacturer.

We then ensure your staff can continue to work efficiently with unlimited support by telephone, remote control, or on-site.

A standardised network

We build each PC to a documented standard. Licenses and hardware permitting, we install the same software on each PC. This allows staff to move between PCs while retaining their individual settings.

Standard applications

The standard applications we install and support on each PC (known as our standard build) includes:

  • Operating system—Windows XP, Windows Vista or Windows 7.
  • Drivers—Windows Certified Drivers or OEM drivers1 depending on application.
  • Office suite2—Microsoft Office or Sun OpenOffice.
  • Web browser—Internet Explorer, Mozilla Firefox, Google Chrome or Apple Safari.
  • Email client—Microsoft Outlook or Mozilla Thunderbird.
  • Essential Utilities—Adobe Flash Player, Adobe Acrobat Reader, Sun Java Runtime, PDF Creator.
  • Instant Messaging Software3—PSI Jabber Client.
  • Support Software—Perl, Anti-Virus, Secure Remote Assistance Software.

1We will configure for maximum stability or maximum performance depending on requirement
2Depending on license
3Optional

3rd party software support

We will support any line-of-business application your organisation requires. For 3rd party software, e.g. Sage Accounts or AutoCAD, we provide general support—we manage all upgrades and ensure your software is configured to work with your printers, and that data is correctly backed up. For detailed technical support for these products we will contact the product manufacturer on your behalf. This ensures you have one point of contact (8Networks) for all your software support.

Support for media professionals

If you are a photographer, designer, graphics artist, video editor or web developer, you’ll understand the need to work closely with an IT specialist that understands your workflow. We provide direct support for Adobe Creative Suite and Lightroom and will also support the wide variery of applications and utilities you need, for example Canon DPP, Capture One, Bibble, VirtualDub, AVISynth, etc. We use these products ourselves every day and are aware of the special requirements needed for a smooth and productive workflow.

We use GretagMacbeth monitor callibrators to generate accurate colour profiles and we can include regular callibration as part of your support contract. We will also ensure we install and configure the correct drivers to utilise and configure your monitor's internal LUT.

The end result is we will not only provide you with the right tools for the job, but ensure they are optimally configured for your workflow.

Web developers

For web developers, we understand your specific requirements to test on multiple browsers. For this purpose we provide and support Windows 7 with Virtual PC, which allows you to run different versions of Windows (each with a different version of Internet Explorer) all accessible from your primary desktop. This cuts down hardware required and provides you with all the tools you need in one place.

Security

For security conscious organisations we install Full Disk Encryption, audit logging and two-factor user authentication in line with FSA guidelines. We also provide restricted access to USB ports and rewritable drives.

We have checks in place to ensure a hard disk is never inadvertantly sent back to a manufacturer under warranty.

Hardware

8Networks will support any PC hardware that runs Windows XP, Windows Vista or Windows 7. Hardware faults are covered by your manufacturer’s warranty and as a single point of contact for all your IT issues, 8Networks will manage all warranty claims on your behalf.

For organisations requiring new PCs, 8Networks are partners with Dell, HP and Lenovo and provide the best value solution over a 3 year period.

Response times

The site response time quoted is the maximum time it will take an engineer to start work on your support query. Typically you will speak to an engineer straight away, but at times of peak demand we will prioritize call-backs according to response time requested.

If the problem is determined to be server or network related then work will continue until the problem is fixed, including sending an engineer on-site if required.  If the problem is with a particular PC then work will begin within the response time for that PC (although usually it will be straight away).

The important factor to consider is the total time taken to fix the problem. Our engineers are the most experienced and talented in the industry, and once we have started work on resolving your problem you can be certain you will receive the fastest resolution possible.

Incident tracking

When you call for support you will be given a case reference number (ticket). The best engineer for the job will then begin work and will call you to advise on progress before the maximum response time. All calls are logged in our tracking system, and you can check the status of all cases here.

Monthly visits

For our larger clients, we have recently started providing monthly on-site visits for an even better level of customer service. This lets your staff meet and work directly with our support team, to build rapport and ensure future support is even more personal.

The most reliable, cost effective solution for your organisation

If you're ready to take your organisation to the next level, want to “Do IT the Right Way” and need the best overall solution over a 3-year period, then don't delay, contact us today!

Arrange a consultation with our business IT specialists who will understand your requirements and put together a full proposal, list of recommendations, and a quotation for our complete IT solution.