Every business uses IT to some extent but not many businesses can afford their own IT staff. This can mean that you don’t always get the most out of the investment that you make when purchasing IT equipment.
Neticonic’s belief is to work in partnership with your business rather than just be thought of as a rescue service who you call when something goes wrong.
The Benefits for Your Business
IT Support
Everyone has IT problems at some point or another. It may be just a simple problem or question that you have, or it may be something more serious such as a server failure that means your company has no e-mail access.
Whatever the problem, Neticonic can help. We specialise in Microsoft solutions and are a Microsoft Registered Partner and Small Business Specialist.
We recognise that there are different types of problem that can occur and to that end there are a number of different ways that we support your business.
We support all aspects of your IT equipment, such as:
- Network hardware such as routers and modems
- Servers, Desktops and Laptops
- Printers & Scanners
- Software (Microsoft Windows, Office, Sage etc)
- E-Mail and Calendaring
- Mobile/Remote access
Proactive Service
Some IT support companies work on a reactive basis, fixing things only when they go wrong. Our philosophy is to work proactively to prevent problems before they occur. Neticonic invest heavily in technology that provides the best monitoring and alerting tools on the market. This means that before things become a problem we are alerted to them and can take steps to prevent the issue causing downtime to your business. By deploying monitoring software we won’t rely on you and your staff spotting the problem and calling us. We get alerted as soon as something goes wrong and can therefore start working on fixing the problem quickly.
IT Management
Our service doesn’t just cover supporting your existing IT infrastructure. Neticonic consider our relationship with clients as a partnership where we truly work as if we were your own dedicated IT department. So, for example, if we see that there is a piece of software or technology that could help your business save you time or money then we will make recommendations to you for you to consider. We don’t charge for this advice, nor for installing any new software that we might have recommended, we just want you to get the best out of your investment in IT.
Service Reviews
Neticonic are confident of providing you with excellent service for your business, and one which ultimately enables your staff to be more productive and your business more profitable.
All work undertaken is logged and reviewed so that recurring issues can be identified and problem trends, good or bad, can be spotted. Neticonic use market-leading helpdesk software to which you will be given access in order to track the progress of your tickets.
Service review meetings will be offered at regular intervals throughout the course of your contract to allow you to see the levels of service being provided.
Microsoft Registered Partner and Small Business Specialist
Neticonic is a registered Small Business Specialist partner with Microsoft. This provides many benefits to you as our client as it provides access to a wealth of support, training and resources from Microsoft.
How Neticonic support your business
Neticonic’s philosophy to supporting your business is flexibility. For example, we won’t fix days and times when we will support your business. Rather, we will categorise each type of task that we conduct and respond appropriately.
- High Priority – These are things you consider to be critical issues for your business. For example it could be the loss of your e-mail system or server. A report will be produced following each high priority incident detailing the root cause and any actions necessary to prevent reoccurrence.
- Normal Priority – These could be minor problems that one of your users has such as having a problem operating a piece of software.
- Low Priority – This type of task is typically the work which is known in advance and can be planned ahead. For example, arranging for some user training or to have a PC ready for a new starter.
On top of this we also perform all of the necessary support and maintenance of servers and other infrastructure components.
Response Times
Based upon the above classification of tickets, Neticonic provide the following response times:
| Classification |
Response Time |
| High Priority |
Within 4 business hours |
| Normal Priority |
Within 8 business hours |
| Low Priority |
Within 5 business days |
Working hours are based on Monday - Friday, 9am to 5pm. When high priority issues exist then evening and weekend support will also be offered at no extra cost.
It should be noted that the above response times are worst case scenarios. Neticonic utilise advanced remote control technology which means that as well as being able to log onto servers remotely to perform support tasks, we can also connect remotely to your users PC's and take them through issues interactively over the phone. This greatly improves response times as no time is wasted travelling to site, although this is still possible when required (see below).
An ideal scenario is that you never have any problems and never have any need for assistance. This generally is never always the case but should there be times when you find there are little or no issues we will still keep in touch. We like to know that you are still happy with the service we are providing and will keep regular contact with you just to make sure everything’s OK and if there are any other areas where we may give you advice. Typically this will be weekly or monthly depending on the size of your organisation.
How Neticonic Respond
Neticonic employ various techniques and technologies to support your business.
- Remote Management – Neticonic can manage both servers and users PC’s remotely. This process is particularly effective when a user just wants a quick reminder on how to do something or a demonstration of a particular feature.
- On-Site Visits – Not every problem can be resolved remotely or via phone/e-mail. Whenever necessary, Neticonic will visit your site to resolve issues.
- Telephone/E-Mail – General queries and questions can be handled via telephone or e-mail.
What does it cost?
Neticonic charge a flat monthly fee that covers all work undertaken. This includes all pro-active monitoring; any support calls that you raise and any site visits that are necessary. The monthly fee is calculated based on the number of servers and clients (Desktop’s/Laptops etc.) that you have deployed. The only time your monthly fee changes is when you increase (or reduce) the number of servers or clients that you have. This means that regardless of the amount of time we spend supporting your business, the cost to you remains the same. Neticonic are happy to procure any hardware or software that you require at cost price on your behalf.
Some companies charge on a time and materials basis and this can lead to costly bills when big problems arise. There is also no incentive for companies who work this way since their bills rely on your problems. Alternatively some companies may quote you for a certain number of hours per week/month. Working this way means you pay for their services when some weeks you may have no need for them to do anything and on others it may not be enough.
Neticonic’s flat monthly fee gives you the confidence that you have the support you need, at a fixed price, and the trustworthiness that we will work proactively to help you develop your IT capabilities.
What isn't covered?
Neticonic consider our work with you to be a partnership. One where you consider Neticonic as part of your team and one that adds value to your business and money to your bottom line.
To that end we don’t really limit what services are covered. We want to support every aspect of your IT needs. The only thing that we don’t include in the cost of your management contract is the cost of any purchases required, for example, new software, replacement or new hardware etc. Even so, Neticonic are happy to procure items on your behalf and charge back at cost.
Find out more...
If you would like to find out more about our managed IT services then call us now on
0800 756 9926
You can also contact us via e-mailing info@neticonic.com or log a ticket with us.
We can visit your offices to assess your current IT setup and answer any other questions you may have about our service.
Call today, the worst that could happen is that you get a few hours of free advice!
What happens next?
When you take out a management contract with Neticonic one of the first things that happens is a full site assessment is performed. This will include a full review of all hardware and software that is currently deployed throughout your business. In addition to this technical review, Neticonic will also conduct interviews with key users within your business in order for any comments or concerns regarding the current setup to be noted and acted upon.
This review allows Neticonic to gather all of the required information needed to support your business. A report will be provided to you giving you the details of any significant findings and any recommendations that you may wish to consider.