ROBUST IT SUPPORT & MANAGEMENT PROCESS

Here's how we work together..

It's all about your needs, your expectations and our accountability.

1. INITIAL CONTACT

We’ll start by getting together with you to fully understand your business, your IT needs and challenges, your business aspirations, and explain to you who we are and what we can do to add real value.

2. SYSTEM AUDIT

If we agree we’re right for each other, we’ll quickly get to grips with an in-depth audit of how your current IT systems work, what they do well, where they fall short of your needs and whether they’re capable of sustaining your plans for future growth and success. We’ll report back to you fully, openly and constructively and offer real solutions.

3. DESIGN PROPOSAL

Next, our brightest and best will set to work creating a plan with detailed recommendations that are specifically geared around creating an IT infrastructure that meets YOUR business needs and aspirations. Expect clarity, transparency and detailed cost options.

4. IMPLEMENTATION

After any necessary adjustments to the plans and specifications, we’ll agree schedules and milestones and begin to implement the project. Your designated account manager will keep you fully informed of progress at every stage.

5. ONGOING SUPPORT

Our involvement doesn’t stop when implementation and sign-off are completed. We pride ourselves on our accessible and responsive support services which are available to our customers up to six days a week.

6. IT CONSULTANCY

We’re not just about being reactive! The world of IT is subject to constant, rapid changes in innovation and regulation. Where applicable your account manager will schedule regular strategic review to ensure that your systems remain compliant, current and fit for purpose.

Microsoft partner badge

Pro-Networks is proud to be a long standing, accredited Microsoft partner. Microsoft introduced the Microsoft Partner accreditation scheme in 2011 and only the very best are able to meet the challenging standards required. Our accreditation has become the backbone of our business and demonstrates our commitment to achieving the highest standards of technical expertise and service.

Apple certified support badge

Pro-Networks is proud that two of our engineers are Apple Certified Support Professionals. This means that we are able to offer our customers the same exceptional levels of technical IT support and proficiency for Apple products and applications as we do for Microsoft.

IT Support service plans - Your choice...

Whatever your sector, size or specialism, the Pro-Networks team will create a bespoke service specification to meet your business profile and needs.

We can work alongside your internal IT team or operate remotely as a virtual IT support department. It’s about whatever works best for you.

Our support packages can be tailored from the following options to meet your specific needs:-

Standard Support

On-call IT support whenever you need us, based on a mutually-agreed number of pre-paid support minutes.

At contract renewal, comparison of support uptake against prepayments with any difference invoiced or credited accordingly.

Premier Support

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.

At contract renewal, comparison of support uptake against budget with any difference invoiced or credited accordingly.

Premier Plus Support

The ultimate proactive support package, covering all vital IT systems, hardware and software.

All Premier Support features plus deeper analysis and reporting with a dedicated account manager.

Both the Premier and Premier Plus Support packages can be provided on a traditional annual support minutes or fixed price basis.

Fixed Price IT support is agreed and based on the network “as is” at that time.  Pro-Networks support on fixed price contracts mirrors that on traditional minutes based contracts and has several exclusions from its cover :-

 

Extended Hours Emergency Support

Should there be a business need Pro-Networks offer an extended hours emergency support agreement in addition to the existing Premier support package.  This provides emergency cover to connect with an engineer between the hours of 7am and 9pm Monday to Saturday (excluding Christmas day, Boxing day and New Year’s day). 

Support that our customers appreciate...

"Pro-Networks is an extension of our I.T. Department and the synergy between us allows Ellis Whittam to call upon a spectrum of I.T. support and consultancy services, ranging from tactical help through to strategic project support and consultancy. Over the years, Pro-Networks has certainly aided rapid growth and technology change at Ellis Whittam and I am always impressed by both the expertise and by the commitment to excellent service provided by every member of ‘team Pro’"

Pete Jones, Chief Technology Officer

“I am very pleased we have a 'go to' agency we can pick up the phone to and get things dealt with and sorted.”

Bernard McCabe, MD

“Pro-Networks has always been on hand to assist with all queries, whether big or small. I wouldn’t trust anyone else to look after our IT.”

Anna Mills Morgan, Solicitor

Introducing some of the team behind this support

Our key areas of IT support include:

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Connectivity Solutions

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Office 365 Services & Support

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Cloud Services & Support

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Backup & Disaster Recovery