We recognise that there will be times when our customers will need assistance and only an effective and responsive technical support will suffice to ensure ongoing business operations.
Our technical support team work with our partners to ensure that technical issues are always resolved in a timely manner. We provide 1st and 2nd line technical support services, all tickets are logged on our secure helpdesk database.
Sometimes telephone and remote support is not enough, you may find that having an experienced support engineer on-site reduces the burden on your IT team. With our advanced support solution, we can offer a contract to have our engineer on-site over an agreed period of time working to clearly defined set of goals. The benefit of this premium support to your organisation is that your IT staff will focus on the core of your business leaving our engineer to handle specifics relating to our solution.
In critical cases our vendors are given secure access to the relevant systems so as to resolve the tickets according to the agreed SLA. All telephone and email support is provided between 8am and 4pm Monday to Friday though out-of-hours support is provided at a negotiable rate.
- Gold Support – Comprehensive premium support to ensure minimum business downtime.
- Silver Support – Unlimited 24/5 business day telephone and email support between 8AM-5:30PM
- Bronze Support – Limited business day email support between 9AM and 4PM
This offering covers design, installation, configuration and consultancy services where our experienced engineers or consultants visit your premises to deliver solutions following pre-consultative sales consultancy.
Because every organisation is different, the requirements will be different. This means your security policies will be different to other organisations. AchRock understands this; our consultants have worked with organisations needing to comply with compliance acts such as PCI DSS (Payment Card Industry Data Security Standard), SOX (Sarbanes-Oxley) and HIPPA (Health Insurance Portability and Accounting Act). We are able to work closely with your organisation to create effective custom IT security policies that minimises risks to your business. From guest access policies, acceptable user policies, through to network policies and more, our consultants have experience in writing these effective policies.