What happens if I have a problem outside
office hours?
Calls are directed to duty engineer who will be able to handle any incident
outside office hours.
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What else does Emmtech do apart from IT
support?
You can buy any kind of IT software, hardware or consumables from us reasonably
cheaply. We can organise an office relocation or equip a new office for
you. We can provide you with advice on almost any aspect of computing
or networking. We can back up your data to our secure data centre. If
you have a question about anything to do with computing or networking
from the technical or from the business point of view, we would love to
help.
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What do your support contracts cover?
We can support any computer or network hardware including servers, desktops,
laptops, printers, tape drives, disk arrays, routers, switches, hubs or
cabling. We also look after operating systems and any shrink wrapped software
(that is software that has not been developed or adapted specifically
for your needs). If anything goes wrong with your any of your IT systems,
we are the people to call.
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We have Macs as well as PCs. Can you support
Macs?
We currently have customers who use Mac OS 9 and OS/X and we are happy
to support both.
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We have a specialist application developed
for us. Can you cover that?
A lot of our customers have specialist applications that are written and
supported by another supplier. We normally work with the supplier to make
sure that their application works correctly and to resolve problems if
they arise. We will make sure that the application is backed up properly
and has adequate hardware to run on. For software faults, we can liaise
with the supplier and help get to the solution quickly.
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Is there anything in IT you don’t do?
We are specialists in IT infrastructure, but we do have companies that
are specialists in software and website development within our group.
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How quickly can you respond to problems?
You will almost always get through to someone technical who can help with
your problem straight away at Emmtech, since most of us are engineers.
For our contract customers we guarantee that we will be on site if required
within eight hours for small problems and within four hours for major
problems affecting all users. That’s the worst case, in practice we can
often act much more quickly. At all times we put the customer first and
will do our utmost to help as quickly as possible.
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How do you support customers?
The customer will contact us by phone or email. They will usually speak
to a skilled engineer immediately. We don’t employ help desk staff who
do nothing but take calls and pass them on. As well as telephone support
we use remote control tools which allow us to resolve problems on your
computers quickly and without losing time in traveling. However, we don’t
hesitate to go on site if a problem can best be solved that way.
All calls are tracked on our help desk system so that we can ensure incidents
get resolved in good time and nothing slips between the cracks.
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How do you charge for IT support?
We offer our services in three different ways:
Pay on Use - No contract to sign. You pay an hourly rate whenever
you need help.
Fixed Monthly Fee Contract – After an initial stabilisation we
cover faults and errors for a monthly fee calculated per machine.
Package of Hours Contract – Guaranteed response times. Preferential
hourly rates. Covers faults and project work.
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Do your support contracts cover replacement
parts?
We are happy to diagnose faults with any kind of hardware and get it running
again but we cannot hold a supply of parts for every piece of equipment.
The manufacturer is usually the only reliable source of spares. We would
expect the customer to pay for the cost of any parts needed for a repair.
For this reason we would advise customers, when they buy a major hardware
item, to buy a manufacturer's warranty with it which will provide for
free replacement parts.
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Can we have the same engineer each time
we need support?
If the customer wishes, we will provide a dedicated engineer to handle
their needs. We do however ensure that a second engineer is familiar with
the site too and of course any one of our staff can access the site documentation
and problem tracking systems which we maintain to allow any one of our
engineers to get up to speed quickly.
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