Our products > IT Support

IT Support Services

Service Level Agreement

IT compliance

Software licensing

Call-outs

Health checks

Server monitoring

Upgrades

Remote screen

IT strategy

Email servers

VPN servers

File servers

No nonsense support helpdesk

Developed for the 3rd sector

COMM-TECH’s support systems have been developed specifically to fulfill the needs of charities and non-profits, taking into special account issues surrounding data protection, staff-turnover, part-time and remote-working. We are used to the budgetary restrictions under which charities operate and strive to ensure our clients IT costs remain within predicted budgets.

Service Level Agreement

Our engineers take ownership of any problem and see it through to resolution, keeping good records of their work and feeding back to users, empowering them to understand the issues and to avoid repeats of similar problems in the future. From our point of view the better our client’s systems the less work for all of us, so our engineers are trained to be thorough and to build systems that last.

In the real world however things can go wrong, and if that happens to our client, we drop everything and allocate all available resources to deal with the problem as quickly as possible with the least disruption for users.

We are committed to addressing and resolving issues well within the SLA and clients can expect almost all issues to be resolved within minutes rather than hours. Compensation for failure to achieve SLA may be applied to regular support fees for a maximum period of 2 months following the SLA violation. Failures due to force majeure events are exempted from compensation and Full Functionality may depend on 3rd party providers – for instance should the phone line is cut we would not have full functionality until the provider reconnects the phone service – however we would expect to have have in place an alternative uplink within the hours specified under Interim Functionality.

Support Packages

If your organisation is looking for a secure, stable and well supported IT system, get on board with us. We have a range of packages available.

Affiliate Support

(from £50 per month)

Ideal for start-ups and small organisations on extremely limited budgets. A basic reactive package comprises of:
i. IT legal compliance advice and IT strategy development consultancy
ii. Access to remote phone/email/screen support and call-outs at £45 per hour
iii. Annual review meeting and IT budget forecast

Proactive IT Service Support

(from £120 p/m)

For organisations with a need to deliver services to target. In addition to the Affiliate benefits clients receive:
i. Proactive IT services maintenance and management to SLA
ii. Technical IT documentation maintenance
iii. Bundled hours of phone, email and remote desktop support to IT liaison person as well as direct user support in their absence

Enhanced IT Service Support

(from £220 p/m)

For organisations with multi-site requirements, special security needs or extensive remote working requirements. In addition to Affiliate and Proactive benefits clients receive:
i. Remote worker support
ii. Annual health-checks included

Coming onto a Proactive support agreement with us means our clients can get on with what they are best at, while we make sure the IT just works. Service Level Agreements can be as fast as 4 hours to full functionality.

Proactive support – features

Services maintenance to SLA

On-site and off-site backup maintenance and monitoring

Email and telephone support

Secure privately-hosted remote screen support connection services.

Priority emergency access to engineers for call-outs

Overview and support for management team with IT policy development, budgeting, resource planning and strategy advice with regards to the adoption and development of new technologies to further facilitate product delivery.

Review meetings to facilitate cohesive systems development, to feed back on support utilisation times and discuss strategies to reduce recurring support issues.

Priority access to systems design and project management expertise for IT related activities outside of support contract.

Want to know more?

Please contact us via email, an engineer will call back to discuss requirements in more detail.

If you haven’t the time to talk and you want a rough quote then please include in your email:

  • How many machines and servers you use and what operating systems they run (eg: Windows Server 2012, Linux Debian 8, OSX)
  • How many users and volunteers use these machines?
  • Where do you log in to get your email and what email clients you use? (eg: Webmail, Exchange, Outlook, Thunderbird)
  • What are some of the issues you are facing? (eg: email is slow to arrive, wireless is patchy in the office, backups have stopped working)