Network Support
Generic courses are usually aimed at new users to Sage. These give your company a feel for what a product can do. From this starting point you can then decide the best way to implement the product and use it for maximum benefit. Training Courses include:
Telephone Support
Our Technical support team has a wealth of experience in supporting network and workstation operating systems. We are experienced in dealing with queries and endeavour to keep any downtime to a minimum by offering a speedy response to system failures.
On-Line Support
Our advisors are experienced in answering queries and finding solutions over the phone - but there is now an even better way to get their expertise working for you. Our on-line support allows you to link up with our support advisors so they can view your screen, see directly what is happening and offer immediate solutions without having to leave the office.
If you do not already have a dial up modem link or you would like more information, please give the support team a call.
On-site Support
There may be times when you require visits to your premises for work such as installations and upgrades to your system. BHP IT will work with you to plan installations and perform the necessary tasks on site giving you the personalised service you need to ensure smooth running of your system.
Situations also arise when problems cannot be resolved over the telephone or via a dial up connection. In this event an engineer will be available to visit your site and apply any necessary fixes to get the system back up as quickly as possible. However, there are currently two methods of charging for on site support:
- Prepaid Allowance - Time & materials with a prepaid allowance at a fixed reduced rate
- Standard - Time and materials only, charged at the prevailing hourly rate
The prepaid allowance entitles you up to an agreed number of hours of on-site work, which can be for any combination of response work, software updating, training or similar work. The allowance reduces administration for both parties and enables you to plan more effectively for system maintenance.
Installations & Upgrades
As products develop and improve you will want to upgrade your system to keep up to date with developments and take advantage of new features, or software suppliers Service Packs.
We will keep you informed of developments of hardware and software and advise you when upgrades may be desirable.
When an upgrade or installation is required we will make arrangements with you to install and upgrade your system at a time convenient to you.
Health Check Visits
By prior arrangement we can set up a periodic review of your system to try and identify issues before they become a problem and to carry out routine maintenance work on the network. This is a proactive step by both parties to try and reduce the number of network interruptions.
Training
To enable you to manage and help us diagnose problems with your system we offer system administration training on a regular basis. This can either be in the form of a group session or specific to your company.
System Administration Responsibilities
To assist with the administration of your network system, we have produced a series of information sheets covering matters such as Data Backups and Anti-virus Software. We recommend that your nominated system administrator is provided with training by ourselves or by other accredited network system training providers.
Technical Support Service levels
In addition to our Standard Service we provide the Premier Service. This additionally includes priority scheduled assistance for regular customer support visits. Our staff will take on additional system administration work to ensure that your network is running efficiently and effectively, with the work that they carry out during their monthly or quarterly visits together with a written status report, to include any recommendations arising.
Where we are providing Premier Service Support for your network server, we expect to achieve a same day or 4 hour response service to emergencies on your network server. Where the server equipment is also covered by a manufacturers on site support service we will work with the manufacturers response service, to co-ordinate and monitor service requests, in order to help to have your service back online as rapidly as possible.
Our team aim to be your first line of contact for all relevant technical queries and will advise and monitor action to be taken, including relevant liaison with equipment and system software suppliers.
Please contact us and we can arrange a training course tailored to your requirements:info@bhpit.co.uk