IT Support Features

At the heart of our business are the Advanced Monitoring Systems & Remote Support Service Desk. The Monitoring system is 24 x 7 with failover and geographic diversity. We continue to monitor no matter what! By pairing 2 seperate systems we leverage even higher levels of monitoring if required. More so than many of the larger companies that pump in Millions on development.

The Remote Support Service Desk is open from 9am - 5.30pm for the Support Assist and Managed Support Plans. Enhanced Support plans get it extended, from 8am - 6pm, with bolt-on's for further cover available.

 

By identifying issues before they occur, using our Advanced and Highly integrated systems, most problems will never be known about by you, the "End user". The term Tech Ninja is often refered to in the industry but the truth be told, it describes us quite well. Covertly taking action to ensure your System' Uptime and Security. We carry out fixes and generally look out for your systems behind the scenes, advise on improvements or better methods to minimize disruptions and speed up workflow.

 

All plans include: 

Remote Support Service Desk

  • A Team of Microsoft Certified Technicians, readily available to assist in any IT problem you may have. 
  • Online and automated ticket logging for faults and service requests
  • Cloud based online backup of at least 512GB

24 x 7 System & Network Monitoring

  • Monitored Server, Desktop & Network for Alert conditions reducing downtime.
  • Managed and Monitored Server backups, Services and Workload.
  • Monitored workstation services and health status.
  • Security and Website monitoring

Maintenance Nights

  • Automated maintenance out of business hours, minimising disruption and maximising performance
  • Patching of critical system and security updates (not just Microsoft'), Disk cleanup, Anti-Virus update, Defrag and full Anti-Virus scan is run.

 

Enhanced Features

Service Level Agreement

  • 1 Hour Response Guarantee
  • Call answered within 5 rings or switches to mobile line of team leader
  • Voicemail to email and auto ticket creation

Dedicated IT Manager

  • Your own appointed IT Guru to contact 
  • Weekly Performance Reports
  • Asset Management, Forecasting and budgeting

Security - Anti-Virus and Anti-Spam

  • Managed Support and Enhanced Support receive FREE Class leading, Anti-Virus software. We monitor updating and identification of any threats, carry out remote removal and remedial actions.

 

Extras

Scheduled Onsite Support

  • Included in Enhanced Support plan.
  • A day onsite per quarter can be useful for project work or tasks that require an onsite presence. 
  • Fixed price, discounted day rates.

Emergency Onsite Support

  • An Engineer will be dispatched to site immediately if required when there is a Priority 1 incident that cannot be resolved remotely e.g. Network down, Email down for the company, or Server down.

Out of Hours Support

  • Included for Enhanced Support plan
  • Only for Priority 1 incidences, e.g. Server down, Network Down. 

 

Projects

Projects can be defined as items of work that require scheduling of resource, planning, a delivery date and usually take longer than 4 contiguous hours. Project work is quoted at the Contracted Hourly Rate and discount is received dependant upon which plan you are subscribed to. 

Business Continuity

  • Redundant WAN links, load-balancing and failover in event of line failure
  • Email continuity in event of network failure
  • Data Recovery and restore
  • Full failover solution with virtualisation, device imaging and even backup power generators if required.

Office Relocation

  • Project Manage Internet, ISDN & Phone Lines, Domain Name updates
  • Interim Email solutions for transparent office move
  • Network cabling, patch and point installation, data/server rack mount cabinets

About Us

About Us

PHICS-IT are a small, dedicated team of experienced business technology consultants and technicians. Technology is at the core of many businesses, and needs to not only be a capable tool on which you conduct your business, but also a real contributor to the bottom-line and functions of your business. 

Fixed Price & Proactive Service Approach

We Monitor, Manage and Support your IT Systems and Infrastructure all for a single fixed monthly fee. 

This enables you to budget IT spending, and be confident in the maintaining of your network and systems. 

With the fixed-price approach, we're incentivised to work on minimizing support incidences in your business, we only turn a profit when your IT is working perfectly.

IT getting personal

We do more than most, partnering with your business, understand it, providing a personalised and professional support service, with friendly staff waiting to help. All of us here enjoy what we do, and whilst motivated by technology and gizmo's, the most rewarding element of our business is helping other people and their business succeed. This attention to our customers needs means you can have the confidence that your network is in reliable hands.

Words from the Boss

Having been Non-Techy, then an IT Technician, then a Project Engineer, and a business analyst, I noticed a overwhelming degree of complexity in managing the current but everyday IT for a typical business.

IT systems in principle are there to simplify and provide efficiency to a business. It just so happens that when you introduce new technology into a business, the complexity increases and therefore the overall cost to support it increases. Our approach is to remove the burden from the business so you can focus on just that.. "The Business".

We have the know how and provide robust, secure infrastructures, then we manage and support the systems that sit on top of these solid foundations. More importantly we support the people who rely on these systems to do their daily tasks. Because I personally had to learn everything quickly at the start, going from a logistics manager role to IT management I know how hard it can be to cover the Million & 1 bases that need to be thought about. What I also know is that.....

 Out-sourcing to PHICS-IT will:

  • Save you money, time, effort and from headaches & sleepless nights.
  • Provide a better IT experience for you and your staff
  • Increase productivity and therefore profit
  • Show you technology that helps your business at multiple levels
 
If your business is looking for some level of support or maintenance cover, please feel free to give me a call and I'll happily help you identify clearly what your requirements are, and how one of our Managed Service Support plans can be of value to you and your business. 
 
You can contact me directly on 

01323 888195

Phil

Business Phone Lines & Phone Systems

We carry out the design, installation, deployment, & ongoing maintenance of IP Business telecom systems. As well as providing the Fixed Lines, call traffic and ancillary services.

The right solution could be a full system, a single additional handset or additional Land, SIP or Mobile lines or numbers.

Configuring them all for the best continuity and cost savings help eases over stretched departments and increases the bottom line;

We provide marketing stats using campaign specific phone numbering and integrated reporting. 

The support & maintenance is a fixed fee that simply tacks on to any existing Managed IT Plan. You can buy the systems outright, with or without a support package, rent the hardware with a support package, or rent a complete solution including lines, trunks or additional WAN data links (Minimum terms apply) 

Some Key Features

  • Voice Mail to Email
  • Fax to Email (any extension)
  • Calll Pick Up, Call queuing, Auto attendant, Hunt Groups, Forwarding
  • Call direct from outlook
  • Video & Conference calling
  • Call Recording, Paging, Parking, Intercom. 
  • Remote Working, Phones that work from any Internet connection
  • Logs, Reports and Statistics.
  • Desktop call control and extension management.
  • Instant messenger built in for staff.
  • Screen Popping and outlook/salesforce integration.
  • Android, iPhone & Windows softphones
  • Skype integration (Speak to skype users on your office phone)
  • Exchange 2007 Unified Messaging integration.
  • Encrypted Voice Communications (End-to-End)
  • Proxy client and TAPI enabled
  • Failover facilities available, mirrored servers, re-routing etc. POA
 If you would like more detailed information or have any questions please call us on 01323 888195 ..

Support Pledge

PHICS-IT Support Pledge

Our Support Pledge is to provide your business with the best level of response, expertise and overall service and experience. Below are the core values that our Support Service Desk adhere to on a daily basis: 

1. Provide Rapid Response

We will answer your call within 30 seconds or less, and if you email we will respond to you within 1 hour. 

2. Resolve your issue as quickly and efficiently as possible

If your Support issue cannot be resolved within 1 hour, it will be submitted for escalation to a more senior Technician. Ensuring that the outstanding incident is resolved as quickly and as efficiently as possible.

3. Proactively Monitor your Network and Systems

We will monitor your system each day and resolving alerts as a high priority. We don't just sit back and wait for things to break.

4. Fully Monitor and Managed Backups

Our goal is to ensure that the backups complete successfully everyday, and we target ourselves to ensure that backups do not fail 3 days in a row, and that in the last 7 days there are at least 3 successful backups. 

5. Make sure you're happy an issue is resolved

Your Support request will be owned by a single Technician from beginning to end. We never close a support incident unless it is resolved or we've agreed on a satisfactory conclusion

6. Be thorough

If we can see any improvements or enhancements that will improve your network and systems we will be always considering how best to make your network, servers and systems as robust as possible.

 

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