IT Support

IT Support

IT Support takes on many facets, from helping individual users to managing the full IT environment.

Management and monitoring of the system is usually taken care of by our “Total Care” system. Our engineers support the system in the background without involving users to keep your system performing at the optimum and to prevent any issues from occurring.

When you do require assistance:
All of our engineers are skilful at assisting users either over the phone and supported by remote access to the user’s PC or face to face. To engage directly with users and being able to assist is the most satisfying part of our engineer’s roles.

At Base10 we understand that IT Support is required when things are not working as expected or when a user requires assistance with their system, software or application. Very often our first focus is to get the user productive again and we may find a temporary work-around in order to achieve that.

Below we have outlined our usual procedure. At all times we like to keep our clients informed of process, time frames and likely outcomes.

So, before you get frustrated or you spend time trying to deal with IT issues by yourself, please give us a call.

If you’re on a Total Care agreement then all support calls are included in the agreement, so there will not even be a charge for our time.

To help you along with your backup, we have compiled a document on 8 Backup checks that every business should know about

 

Our support process:
all relevant information

1. Collect

all relevant information

repair or work-around

2. Evaluate

repair or work-around

likely outcomes with client

3. Discuss

likely outcomes with client

system or user productive

4. Make

system or user productive

permanent solution

5. Implement

permanent solution

and maintain

6. Monitor

and maintain

Our rules:

At Base10 we understand that the repair process needs to be solid so that a repeat visit is not required. Where we have to make a quick repair and a work-around is a sensible option, we make certain that the issue is properly addressed in the long term.

  1. Understand the urgency
  2. Don’t over-complicate
  3. Monitor where possible
  4. Backup and Backup the Backup – Always
  5. Don’t waste time repairing where things should be replaced
  6. Escalate early
  7. Document and follow up

  • 09 307 3145