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Sara Williams
CEO
Support Services
Albion's unique Albion Care support services reduce downtime, increase responsiveness and provide the highest levels of flexibility and cost-efficiency.
Flexible approach to service and budget:
Education Institutions or departments don't want to be bogged down by
their IT systems - they need them to evolve and grow in line with their
education needs.
Albion recognizes that - which is why we've built in flexibility, responsiveness and cost-efficiency as the cornerstones of our IT support services . Schools and colleges can take advantage of the enterprise-class applications and services we've developed over time in a totally flexible approach that maximizes both resources and budgets.
Comprehensive:
We support cross-platform Mac and Windows systems as well as the infrastructure
on which you depend including the network and the Telephony system. These
elements can be supported separately or together as one integrated IT system.
Flexible:
Albion Care consists of a range of service elements each of which can be
included or not in the support service enabling us to perfectly compliment
your internal IT resources or provide a total support service for your users.
Albion Care service elements:
- >Audit
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Knowing what you have means knowing what you need.
The audit provides the asset register as well as identifying current issues such as system resilience, backup and data security issues.
Information will be gathered on what hardware, operating systems and software are being used.
Buy carrying out the system audit we get to know you're your business. This audit forms the foundation for your IT strategy identifying what support services and system changes we would recommend. - >Telephone & Remote Support
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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.
- >Onsite Rapid Response Support
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Onsite technicians will be available to visit your site to resolve any problems that cannot be fixed remotely.
These technicians are available at short notice with a guaranteed response time of 2, 4 or 8 working hours depending on the SLA for the different equipment.
A guaranteed fix time is given for computer hardware problems of 4 or 8 working hours.
Loan equipment is provided should it not be possible to repair your equipment within the fix time.
This service will cover all of you Mac and Windows equipment as well the printers specified. - >24 Hour Monitoring
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By the time a problem with your IT has occurred, it's often too late, which is why we provide a 24/7 monitoring and monitor response service. We will measure key metrics on your business critical servers 24 hours a day.
Using our bespoke monitoring software, we will monitor your critical servers throughout the day - any problems, or potential problems, are reported directly to our engineers.
You get peace-of-mind from knowing that we are constantly monitoring your systems to ensure that:- Operating system services and key applications are all
operating correctly - The latest updates and service packs have been installed
- Your security (e.g. intrusion detection, anti-virus and anti-spyware)
is up-to-date - Your back-up systems are working
- Sufficient free disk space is available
- Operating system services and key applications are all
- >Preventative Maintenance
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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
- >Telephony Support
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Albion provide support for several IP telephone systems with the Maximiser system proving to be the most popular as it enables us to provide full integration with both Mac and Windows PCs. Our comprehensive telephony support service provides remote and on site support enabling us to assist in all issues including config changes, software updates computer/telephony integration issues as well as rapid on site support if required.
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If you require any further imformation, please fill in the form below and one of our representatives will be in touch shortly.
