24/7 Emergency Support

On-demand IT Support

IT support on demand 24/7, delivered by one of the most highly-qualified and accredited IT support teams in the region.

Isn’t that worth knowing about?

We get IT: we know that many of our customers - financial services, call centres, visitor destinations and the professions amongst them - operate well outside ‘normal’ working hours.

They depend on their IT systems working effectively and efficiently around the clock, seven days a week.

And anyway, major IT problems don’t always occur during the working day!

Our customers asked for more.  We’ve delivered. Just like we always do.  And we’re now one of the first IT support organisations in the area to offer this scale of support.

Pro-Networks 24/7 option is just like an insurance policy, offering access to top-class engineers in the event of those critical, ‘business down’ emergencies that can happen from time to time.

Here’s where you can start feeling more confident in your IT.

Our uncomplicated service options

Standard

On-call IT support whenever you need it, based on an agreed number of pre-paid support minutes.

At the end of a support period a comparison is made of support uptake against paid minutes with any difference invoiced or credited accordingly.

You are unique, it's why we will produce a quote that matches what you need, as well as what you can afford.

No lock-in contracts

We never lock a client into a fixed term contract. This means our client's can stop using our services at any time. We can confidently operate on this basis because we enjoy a 99% client retention rate.

On the rare occassions a client wants to stop our services we simply calculate if there is a balance to pay or if we need to return some money. If there's a balance to pay we invoice for it.

Premier

On-call IT support whenever you need it, covered within your agreed support schedule.

PLUS...

Proactive IT support covering all vital hardware and software IT systems, to include help desk, remote access and onsite support with an agreed allowance for engineer support work.

Remote proactive monitoring and alerts for key equipment, helping to prevent problems before they occur.

Response time of no more than one working hour for all critical server faults covered by the contract, with help desk accessibility from 8:00am to 6:00pm, Monday to Friday excluding bank holidays.

24/7 email and web portal logging.

Reduced hourly rate compared to Standard Support.

Close analysis of IT infrastructure and usage with the number of required annual support minutes assessed and monthly Direct Debit payments agreed.

Regular email updates on the status of each support task.

Premier Plus

On-call IT support whenever you need it, covered within your agreed support schedule.

PLUS...

Everything contained within Premier support.

Deeper analysis and reporting with a dedicated account manager.

24/7 option

Our 24/7 add-on is available with our premier support packages. Opting for this add-on gives you an emergency telephone number that you can ring outside of our standard hours of business. This is how it works...

You call using the emergency telephone number

Your call will be routed to the on-call support technician.

Your support technician will then begin to work on your problem within 30 minutes of answering your call.

There is an additional monthly charge for 24/7 Emergency IT Support. When you request a quote you can opt for 24/7 support to be included as a separate line item.