Managed Support Services

Get peace of mind from our comprehensive support packages including telephone, email, remote and onsite support 

We offer a fully managed help desk, staffed by an expert team with many years' combined experience and a wide range of skills. Plus, our support personnel are exposed to the most up-to-date training and best of breed support tools and technologies on the market, enabling us to deliver extremely high levels of service. With real-time monitoring of your business-critical systems, we are immediately aware of any issues before they cause disruption to your business. 

We pride ourselves on our client care and we strive to offer every customer a personal service with dedicated, approachable support technicians and account management team. Our Managed Service Customers will have access to our team of experts for day-to-day helpdesk tasks, as well as the knowledge of our senior team for projects and business development.

Our packages include: 

 

Remote support      Remote support 

A critical part of our service. As businesses becoming more and more reliant on remote IT and technology, the ability to resolve issues quickly is paramount. By utilising the very latest in Remote management software we now see a large percentage of calls being closed well within any agreed SLA. 

 

Onsite Support (If chosen)     Onsite Support 

Itoday's modern remote working world, even in our high-tech sector, unfortunately things do sometimes break and fail.  As a company, we go to great lengths in recruiting customer-focused individuals and see huge value in face-to-face assistanceWe operate a fully-fledged Field Service Operation. Our engineers are highly trained to provide onsite assistance as and when required.  With tasks ranging from resolving internet connectivity issues, installing additional network outlets, assisting with more complex office issues to New equipment installations, you will always find our Field Service Engineers approachable and friendly. 

COVID UPDATE – We are currently operating a Safe Covid policy for Site visits. 

 

24/7 Monitoring     24/7 Monitoring 

We understand that in today’s challenging and demanding business world limiting any disruption or downtime to customers ICT systems is paramount. Alongside our suite of software support tools, we monitor critical systems as part of our support service. These include making sure that more traditional On-Premises and Datacentre hosting equipment are monitored and checked. Our service also extends to monitoring hosted solutions like Microsoft Azure and AWS. 

 

1st, 2nd and 3rd line support 1st, 2nd and 3rd line support 

As part of our support structure, we operate a traditional tiered support system. This means that we can ensure that the correct personnel with the relevant skills are assisting our customers with their problems.  We also have engineers with specific areas of expertise, ranging from Security, Networksand Firewallsto Application issues and Sever management.  As part of our continued investment in staff education, we operate a comprehensive IT focused Documentation system internally. This allows our support staff access to all the relevant and current information regarding your system, to provide a prompt and reliable support service. 

 

Email, Telephone and Customer Portal Ticket options     Email, Telephone and Customer Portal Ticket options 

Everybody works in different ways. Customers have access to their own portal to log and track tickets and projects.  You can also do it the old-fashioned way by giving us a call or dropping us and email to our automated ticketing system; that way we have your request, and the Team will be ready to start support. 

 

Proactive recommendations and improvements    Proactive recommendations and improvements 

Rather than just reacting to problems, we will always strive to be as proactive as possible. This can be simple tasks from adding more available storage to your server, to more important complex issues around Cyber securityAs your trusted IT partner, we will guide and advise you wherever possible. 

 

Procurement of new devices and equipment    Procurement of new devices and equipment 

With such a vast choice of equipment available, if you are requirinupgrades to your ICT Infrastructure that require procurement of technology, we have a dedicated team who will working in conjunction with our technical team. We will carry out research to ensure that you are presented with options that are suitable to you, your business and how you work. 

 

Leasing of Hardware    Leasing of Hardware 

We appreciate that every business has a different approach to Capital Expenditure and Operating ExpenditureAlthough we are seeing a drive subscription-based service for software, applications and in some instances hosted servers, the need for physical hardware be it Desktops, Laptops and Servers etc is a cost consideration. 

CHS Networks Limited are registered with the Financial Conduct Authority and work with a select panel of lenders who specialise in Technology lease finance.  If this is something you are interested in, please feel free to contact one of the Customer Team or Account Managers. 

 

Account Management     Account Management 

As a crucial part of your organisations smooth running, having a point of contact that you can speak to is importantAside from the Technical points of contact at CHS we have a dedicated Account Management Team who are backed up by a Customer Support Team, so you can be assured that if you ever need to speak to any of the team, they will know who you are and be willing to help. 

When we provide solutions, we ensure the efficient management of them, radically reducing the time spent for our clients on contract and licence admin. Our provision and management services include: 

 

Microsoft 365 Licencing Management     Microsoft 365 Licencing Management 

Fast becoming one of the more critical and time-consuming administrative processes we provide for our managed support customers, our Customer Team will ensure that you Microsoft Subscriptions are being managed correctly. 

 

VOIP Telephony Management    VOIP Telephony Management 

As a single point of call for a lot of our customers, if we have supplied and installed a Hosted Telephone system for a customer, we will manage any support issues your staff may have and ensure that your system is correctly utilised and offering you value for money. 

 

Antivirus, Firewall and Security licencing & Management    Antivirus, Firewall and Security licencing & Management 

As a critical part of your IT security, it is important that any services that require regular renewals or updates are managed by our Technical and Customer Support Teams to avoid any interruptions in your business day. 

 

Warranty Renewals    Warranty Renewals 

Like most machines, at some point devices will break - usually at the most inconvenient time. It is important that all hardware and software are covered by the Manufacturer’s or suitable 3rd party warranty to ensure that in the event of failure, your organisations downtime and Return to Operation (RTO) time is kept to minimum. 

 

Cyber Essentials Certifications & Renewals    Cyber Essentials Certifications & Renewals 

With the ever-increasing cyber-threat landscape we all face, we offer our customers the opportunity to achieve a Cyber Essentials or Cyber Essentials Plus accreditation. Not only does this offer our customers the opportunity to review any internal processes, but also reaffirm that their IT security is soundCyber Essentials also promotes and assures your customers that IT and Cyber security are taken seriously within your organisation. 

 

Testimonial

"Since working with CHS we have come to realise what high quality IT support service really is."

"Our entire business was set up to work remotely in just 48 hours. We couldn’t have asked for more from CHS during such a difficult time."

"We desperately needed to modernise – and fast. We were offered a solution to suit our unique business needs, with patience taken to explain each step in a way that we could understand."