Telephone & Remote Support
Our help desk is the heart of our support service. All calls are logged and a variety of performance indicators are carefully monitored to ensure that our SLA is exceeded. Unlimited telephone support will be provided together with full access to our eCare Intelligent help desk remote screen sharing system that allow our technicians to share the users screen remotely. Approaching 80% of technical issues logged are resolved remotely without an engineer visit being required. All Mac and Windows hardware, operating system and standard applications are supported. Named applications can be added to this standard list to cover certain more specialist applications.
Optional Onsite Rapid Response Support
Onsite technicians can be available to visit your site to resolve any problems that cannot be fixed remotely.
Loan equipment can be provided should it not be possible to repair your equipment within the fix time.
At Albion we understand that most of your communications (internet) are handled by one of the GFL consortiums employed by your local authority. To this end with every Albion education support contract we install a dedicated remote link that allows us to remotely support your Mac environment without interrupting your reconfiguring your main services. Just another reason why with over 20 years experience installing and supporting Apple networks in schools and colleges Albion is the safe choice in supporting your environment.
Optional Preventative Maintenance
Using a combination of pre-booked engineering time and automated client management software we can provide a completely managed user environment. This enables us to provide and maintain the optimum agreed standard platform that will deliver the best levels of reliability and performance.
Our engineers visiting on a regular basis allows the following:
- Software Updates/Installation
- License Management
- Patch Management
- Re-configuration
- Installation of new devices
- One to one user support and training
- Data back-up checks
