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Why Prism Support?
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Q. What is Support
A. prism Support system offers IT support via the telephone, on site, or via remote desktop software. We will endeavour to fix or guide you through daily IT tasks over the telephone, using specially designed software that enables us to view your computer screen and control it as if we were on site with you. Should it not be possible to remedy your problem using these methods, we will schedule a site visit at the earliest possible opportunity.
Q Why do I need Support if my computer is new?
A. Support can come in many guises, we find users often need guidance as their IT landscape changes. From installing new applications and updates to advice and guidance on how to use and implement technology, even new machines can require software support which can prove costly if no support provision has been put in place. The prism Total Care package provides routine visits to ensure all virus and application updates are conducted, this level of maintenance ensures minimum downtime for your business and maximum productivity from your team.
Q I thought prism handle the warranty on my hardware?
A. We do, as part of prism supplying your equipment we will always manage the hardware warranty saving you precious hours in liaising with overseas call centres. In our experience however the majority of requests for Support are rarely hardware faults and if no support provision has been put in place will be chargeable.
Q How long is the contract?
A. Here at prism we do not specify contracts for prism branded services, we never have. We believe in our proposition and history has shown us that our clients do also giving us a very high retention rate.
Q How much usage do I get?
A. We do not set usage limits on the amount of support you can have either remotely (over the phone) or on site, due to the nature of the IT business we very much take the rough with the smooth.
Q. How long does it take to get Support when I need it?
A. We guarantee to return any calls for support within 60 minutes and should an emergency situation occur we will have a technician to site next business day.
Q. Do I have to call you or can any staff member use the service?
A. Any member of you team can call, we expect to become your virtual IT department with parameters in place for providing IT support to prevent you being troubled with day to day requests.
Q. We have a reactive package currently and want a more proactive service, is this possible?
A. Yes, many of our clients start with Telephone Only Support (reactive package) and in time come to appreciate the benefits a more pro active package would offer. For these clients upgrading to Total Care Support provides the additional benefits of unlimited site time for repairs and routine visits to ensure smooth running and minimum downtime.
Q. I can’t believe you can offer this level of service from only £15 pcm. How do you do it?
A. We have built up a very loyal client base since formation in 2001 that budget for their IT requirements in the form of a monthly subscription, this enables us to provide, maintain and deliver a support infrastructure that is always on hand.
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