Our dedicated support team is available to help with any questions you may have on the workings, features and functionality of your system. You can contact us by telephone, email, or via the 'Call Back' button and our Helpdesk will do everything possible to resolve your query promptly and accurately.
It is of the utmost importance to us that we only employ the best there is with regards to providing backup support services to our clients - but don't just take our word for it, have a look at what some of our client's say on our Testimonials page.
Support Options:System Support Contract * - For a monthly subscription to our pro-active support service, this entitles you to unlimited cover for your main Server, Exchange / Outlook etc., Workstations and Laptops (excluding parts as these are normally covered under the manufactures warranty). We provide support for the general user and also at administrator level, providing guidance when needed - for example, setting up additional users / passwords, etc. General application support for Microsoft products such as Word and Excel, plus support for a whole host of other applications can be provided, including support for your website (subject to requirements). As part of the Support Contract, we also undertake regular system health-checks to ensure that your network is 'fine-tuned' and that you are getting the best performance possible from your system.
Pay-as-you-go - In addition to our Support Contract above, our ‘pay-as-you-go’ support bundle entitles you for up to 10 hours of support time (minimum of 15 minutes recorded). This is a reactive support service offering assistance as and when requested (with the exclusion of system health checks, which are not included but can be provided at our normal day rate). As with our Support Contract, all calls are logged and recorded with notification given when you are approaching the maximum hours on your bundle; you can then either elect to take out a further bundle or opt to move over to the full Support Contract with the additional cover included.
Site Visits - If an issue arises that cannot be resolved remotely, then a site visit can be made when it is deemed necessary to do so. Provided it is considered a support issue then no additional charge will be made for the site visit as this will be covered under your contract (with the exception of mileage, charged at 50p per mile). With the support bundle option, time is allocated for both travel and services.
Planned Works - Requests for the setting up of a new user on your network or configuring a workstation for example, are considered as planned works. This is where we will schedule a convenient time and date with you for this work to be carried out.
Call Logging - For software and system support, all calls are logged through our call logging software and managed through to completion. Quarterly Service Reports can be produced for customer management, which provide proactive information for potential problem areas or staff training needs. Our support line is available to assist you with the day-to-day running of your business software and computer network. Our dedicated support team will be on hand to answer any questions you may have concerning the operation of your system and provided the correct connection is established, remote support can also be provided as part of your support contract with Soft-Works (this requires a suitable Internet connection). Our Helpdesk guidelines are to provide a response time of within 4 hours, although realistically the majority of cases opened are resolved well within this time-frame (with some exceptions where beyond our control, i.e. hardware failure for example).
Helpdesk available from, Monday to Friday (excl. Bank Holidays and the Christmas period).
*Minimum Support Contract term is 12 months. For cancellation of contracts, Soft-Works will require a period of 3-months notice and requests that notification of your wish to cancel is confirmed in writing. Where services are provided via a third party on a subscription basis (i.e. broadband, anti-virus, anti-spam, etc.) individual terms of the provider will apply.
Hardware & Networks
Through our partnership with recognised and trusted brands such as IBM, Lenovo, HP, Dell & Fujitsu, Soft-Works can supply quality hardware to meet the requirements of a growing business, to the demands of a busy Enterprise-grade network. Whether your requirement is to implement an on premise Microsoft Windows Server solution or a hosted cloud-based configuration, we can help.
By taking advantage of the technology available today and by implementing products such as VMware or Hyper-V, we are able to virtualise a single physical machine to run multiple virtual Servers, thus reducing on the cost of hardware and associated on-going maintenance charges.
For the office, remote and home user, we offer a wide range of desktop computers, All-in-Ones, Laptops, Ultrabooks and Tablets. For further details on these products and great offers on the latest gadgets and everyday computer supplies, visit our on-line shop >