Keeping everything running
Technical Support
Unlimited telephone support and remote support is included as part of the support managed service.
Staff enquiries can be raised with the support team either by phone or by email. All enquires raised are logged in our Ticketing system.
Technical Support is provided for all of the organisation’s IT Hardware, software and network infrastructure. The aim of technical support is to provide resolution to clients IT issues.
Onsite support can also be arranged for those jobs that need the personal touch.
Continuous updates
Patching
Patch management: keeping computers and network devices up-to-date and capable of resisting low-level cyber attacks.
All devices are patched on a regular basis, as and when manufacturers release security and feature updates.
Patching is completed remotely and wherever possible in the background and outside normal business hours to minimise any user down-time.
In addition to the standard patching, Think BIG Tech are notified by their partners (Microsoft, Adobe etc) of all security patches that are required outside of the normal scheduled window. Typically these are security patches responding to a recently detected cyber threats.
Our monitoring system monitors all patching and any failures automatically creates an alert, creating a ticket in our ticketing system, which is then investigated by a member of the team. All alerts automatically create a ticket in our ticketing system and are then investigated as an ‘incident’.
Realtime protection
Remote Monitoring & Alerting
All devices (computers, servers, network switches etc) are monitored and configured for alerting, automatically sending alert notifications of any issues or potential issues.
All alerts automatically create a Ticket in our PSA system and are then investigated as an ‘incident’.
Business critical devices including servers are configured for remote monitoring, which monitors your devices performance, providing a history and insight to possible potential issues.
This provides critical diagnostic information for problem analysis and resolution.
Our Aim
Our benchmark is to respond to 90% of Support Enquiries within 15 minutes of being logged*
and to resolve 95% of Support Incidents within 2 hours of being logged*
Our Achievement
Currently Think BIG Tech respond to 92% of all Support Enquires within 15 minutes across all our clients and we resolve 96% of all Support Incidents within 2 hours of being logged
* within normal working hours