UniSupport - IT Support

Your IT environment wasn’t created overnight. It was built over time using hardware and software from a variety of vendors, each with different support requirements and their own set of challenges. However, we all know that systems do go wrong and staff don’t always know how to use them effectively. Minor incidents can quickly escalate into major problems leading to a loss in productivity, and in a worst-case scenario, total business interruption. The consequences of these effects include erosion of the value of the original investment – but more seriously revenues, profitability, customer retention and staff morale can be affected.

These consequences are all easily avoidable by being able to effectively manage the incidents that occur. To do this you will need help that is really at hand, from people who want to understand the business impact of the situation, and who have the knowledge, experience and motivation to act quickly and effectively. 

Therefore we’re delighted to introduce “UniSupport”, our flexible Support Services product that is designed to help you address your IT challenges in a cost effective way. UniSupport gives you the assurance of high availability – irrespective of the heterogeneity of your technology setup – and enables you to focus on what you do best - core business.

The power of one - Experience the power of one with “UniSupport” Services.

• One call - Streamlining and simplifying support resource processes
  

• One provider - Supporting all your multi-vendor hardware, network and software
  

• One consistent level of support - Delivering the same high-quality service and fast response

• One end-user support resource - Improving the productivity and satisfaction of your user base
  

• One consolidated resource pool - Providing technology expertise that covers everything from servers to desktops to mobile devices to networking and storage to infrastructure changes and deployments

Business Benefits to you

• Reduce management complexity with a single point of contact and a consolidated plan for service and support
  

• Improve end-user satisfaction through a consistent, well defined SLA that is guaranteed with faster response of 2 hours on critical issues and same day on non critical issues
  

• Help resolve issues faster with single sourced, flexible, multi level support with access to wider pool of technical expertise
  

• Seamless cover for holidays, sickness and training providing uninterrupted IT support 52 weeks of the year
  

• One maintenance provider for your entire IT infrastructure and Applications
  

• Greater reliability, scalability and flexibility service options to meet your specific business needs
  

• Reduce cost versus a dedicated resource; amortising of overheads, no direct employee costs, recruitment fees or retention issues
  

• Service desk based on ITIL v3 best practice standards giving you access 24x7x365 for complete transparency and visibility
  

• Excellent Value for money
  

• Quarterly Reviews with you by our dedicated Customer Relationship Manager
  

• Strategic Advice for your IT needs
   

Key Features of UniSupport - Total end-to-end IT Support 

Single Point of accountability

UniSupport offers your business the support you need to minimise downtime and increase end-user productivity and satisfaction for your IT infrastructure. Our comprehensive sourcing solutions for hardware maintenance, software support, end-user support and new deployments provide timely access to the right skills and resources, at the right place and the right cost. 

In each area, we offer a unique combination of industry experience, broad technical aptitude, and outsourcing expertise to increase availability and improve reliability, service levels and consistency of IT capabilities throughout your IT environment. And, with our single-vendor model, we ease the complexities associated with managing the range of key components across your IT infrastructure. 

Flexible options for greater agility

In today’s business environment, requirements change often. And so does your IT environment. That’s why we offer flexibility and choice in the support we deliver. We offer measurable and consistent service delivery that is adaptable to the changing business environment. 

With UniSupport, you can tailor services to meet your needs – whether it’s round-the-clock support or four hour restore times. And, our flexible options can be added now – or when you’re ready. So at any given time, you have the responsiveness and coverage required to meet your business goals. With that sort of agility, you can easily adapt to changing end-user demands and service thresholds.

Flexible cost model

UniSupport offers you a completely flexible cost model. You pay for the functionality and the type of support package that meets your business objectivities and can easily scale up for busy periods and growth. 

This model gives you the complete choice and freedom to decide on your IT support fixed cost and reduce cost by not paying for services which you are not utilising. A complete flexible package where you can mix and match the service based on your actual requirements – not what we think you need.

IT Strategy & Planning

Many businesses can’t employ a full-time IT Director, which means they do not benefit from this kind of senior experience when planning their strategy and budgets. As a part of the support services, we provide an experienced IT Strategist to work closely with you on a quarterly or half yearly basis, allowing you to capitalise on their knowledge and expertise on strategic IT issues while you focus on the other issues affecting your business!

Service Desk

UniSupport service desk is accessible 24x7 all the year round giving complete visibility. Users can log support calls via our helpdesk using web or via email giving the choice to report a fault 24x7. User-friendly Ticket Reporting systems keeps tracks of every call logged. Our service desk is based on ITIL v3 industry proven best practice standard, delivering:

• Incident Management – delivering ‘time to fix’ SLA to meet business requirements

• Problem Management – applying our processes, knowledge and resources to analyse repeated incidents to establish permanent fixes

• Change Management – ensuring efficient and flexible management of all changes to the client’s IT infrastructure

Standard Service coverage is from Monday to Friday 8:00 AM to 9:00 PM, UK time excluding weekends and bank holidays.

Extended Service coverage options include coverage on bank holidays, Saturdays and Sundays UK time 9:00 AM to 9:00 PM and coverage from Monday to Friday UK time 9:30 PM to 8:00AM. 

The difference

UniSupport takes a client-centric approach to Service provision. We fully understand the need to maximise the value of legacy infrastructure. Before we start talking, we listen to you.

With our services, you can tap into a pool of highly-trained expert resources to support your complex IT infrastructure and leverage our proven processes. It’s “no surprise, no excuses” performance. Just consistent, reliable service every time at an affordable price.

You can talk to us FREE about your requirements with a one on one consultation for free advice. Call us on 01223 393520 or email change@tollfreenetworks.com