Shan-Tech

IT Solutions At Your Fingertips

07774 693 298

IT Support

Here at Shan-Tech our support team consists of experienced IT professionals who are exclusively focused on Shan Tech products. Our IT Support Services cover:

  • Networks
  • Servers
  • On-site Support
  • Remote Support
  • Computers
  • Mobile Devices
  • VoIP (Voice over IP systems)

We offer our customers a basic IT support plan with a range of add-ons and options so that you can choose an option that is tailored to your individual business needs.


BASIC IT SUPPORT PLAN

Our Basic IT Support Plan will provide unlimited remote and telephone based support with regular Remote Server Maintenance for a fixed monthly, quarterly or annual charge. If you have an IT problem (or even just a query), you can call our helpdesk for support and advice without incurring extra charges.

Should you require onsite support, you will be charged at a reduced hourly rate (or you can choose our Onsite Support Add-on to be included with your Basic IT Support Plan).

We use up to date remote access software to connect to your computers and servers to guarantee fast and efficient support at all times.

We believe in full transparency so all support calls are logged and actions are recorded. When the problem has been taken care of we will automatically email you with a detailed report so that you can see exactly what has been done every time.

Remote Server Maintenance

This service is included in our Basic IT Support Plan to provide regular checking and maintenance of your servers. This means your servers are kept up to date and in peak condition at all times.

Regular checking allows us to identify problems early on before they have time to adversely affect your business. This leads to increased reliability and reduced down time which is better for your business.

We provide a totally transparent service – every time we carry out scheduled remote server maintenance we generate a detailed report that is emailed to you so that you can see what we have done and check the status of your server(s).


ADD-ONS

While our Basic IT Support Plan will provide a robust foundation for a reliable IT service, we have found that some of our clients require additional services such as inclusive on-site support. Choosing one of our Add-ons will allow you to take advantage of a customised support plan that is tailored to your individual business requirements.

Mix and match the following Add-ons to choose the plan necessary to ensure that your business gets the level of support needed to keep your head and shoulders above your competitors.

Inclusive On-site Support

This Add-on gives you inclusive on-site support in addition to our Basic Support Plan. If you have a problem that cannot be fixed using remote access, you will need an engineer on site to fix the problem immediately before it has a detrimental effect on your business. Inclusive On-site Support represents a great option if you’re on a limited budget as it means that you won’t need to be concerned about additional labour costs.

Here at Shan Tech, we believe that if a client pays for on-site support, they should get that support as and when they need it. We aim to respond rapidly to calls for on-site support when necessary without using up too much of the client’s time on the phone.

For example, if your internet connection goes down, we will ask you to carry out a few simple tasks. If these do not resolve the problem, rather than taking up more of your precious time attempting to talk you through reprogramming some complex networking equipment, we would arrange an immediate on-site visit to solve the problem without further delay.

Regular On-site Scheduled Visits

This Add-on to the Basic IT Support Plan comprises a schedule of regular on-site visits from one of our expert engineers at a time that is convenient for your business. This Add-on offers several benefits, including:

  • Regular on-site checking of your servers and equipment – regular surveys of your equipment in situ enable us to spot potential issues that we would not be able to see solely using remote access. We will then take pre-emptive action to address the issues before they can become a problem for you.
  • By keeping up to date with your IT situation at all times we have a clear visual idea of what your IT equipment looks like and can use this to make any remote support work easier and less time consuming.
  • Improved workstation maintenance – carrying out updates and maintenance work on-site is much less disruptive for your business. Scheduled on-site maintenance visits allow us to perform necessary tasks in a manner that is easier for us and more convenient for your business. We recommend that you opt to have your workstations monitored during regular on-site maintenance visits.
  • Sometimes minor issues are not reported to us by phone and can get overlooked. Regular on-site maintenance visits allow our engineers to spot these issues and report and resolve them before they can lead to more serious problems.
  • Accountability and transparency – on-site maintenance visits allow us to build a better business relationship with you and your employees, getting to know each other in a way that promotes a better customer experience for you. When you need to make IT support request calls, putting a face to a name makes the whole business a lot easier and less frustrating.
  • Value added extras – let us help you make the most of your on-site visits by preparing a schedule for the engineer to follow. We will also provide you with ideas for recording a list of issues for our engineer to take care of so that minor glitches don’t get forgotten.

IT Management Options

Here at Shan Tech, we like to provide our customers with a comprehensive service tailored to fit their needs. As such, we offer a wide range of IT Management Options, including:

  • IT Project Management and Consultancy
  • Disaster Recovery Planning and Backup Strategies
  • Software and Security Auditing
  • Advice and guidance with IT related procedures and practices
  • Remote working from home or working on the move to suit your business practices
  • One to one on-site training in a range of Microsoft applications and accounting packages; or
  • On-site training in a range of Microsoft applications and accounting packages in a classroom environment for groups of your employees


Shan-Tech has the experience and expertise necessary to take care of all of your business IT requirements and provide you with an IT package tailored to suit your individual needs. Give us a call today to find out how we can help you take your business to the next level.