Who will answer my support call?

All incoming support calls are answered within 3-rings by a Microsoft and/or Apple certified professional engineer that is a member of helpdesk team.

Our London and Essex-based professional helpdesk teams provide day-to-day 1st to 3rd line technical break/fix and 3rd party application support to all of our clients from 7:00am to 7:00p, Monday to Friday.

How long will I have to wait until I receive technical support?

Every member of our helpdesk team is trained to provide INSTANT telephone and remote technical assistance.

80%+ of reported technical support issues are resolved within a single phone call by our 1st and 2nd line remote support engineers. We’ll always endeavour to resolve your IT issue as quickly and efficiently as possible.  

What happens if my IT issue cannot be fixed straight away?

Not all technical support issues can be fixed immediately and sometimes we will require additional time to resolve more challenging and complex IT issues.

In this instance, our 1st/2nd line engineer will immediately escalate the issue to a 3rd line support technician, who will endeavour to resolve the technical support issue as quickly and efficiently as possible.  In addition:

  • You’ll be provided with a new ticket number.
  • You can check the status of your open issue through our online customer helpdesk portal.
  • A member of the 3rd line technical support team will update the ticket details and contact you to report our progress periodically.
  • Your Customer Success Manager will be made aware of the escalation.

I’ve reported a new IT issue via email. How long will I have to wait for a response?

Our Customer Support inbox is monitored throughout the day by our helpdesk team. When a new support request email is received, we’ll endeavour to create a new support ticket and provide you with support within 10 minutes.

Does your IT Support service include Administrative changes?

YES. Administrative changes are included as part of our Fully Managed IT Support Service.* Examples of Administrative changes include:

  • Creating new user accounts
  • Creating new email addresses
  • Permission and privilege changes
  • Firewall rules and configuration changes
  • User account password resets

*PLEASE NOTE – ALL administrative changes must be confirmed in writing by a member of staff that has the authority to approve any changes on your Network.

What happens if my technical support issue cannot be resolved remotely?

We provide a reactive onsite Field Technical Support service in the rare instance where a technical support issue cannot be resolved remotely.

  • For Business Critical issues – We’ll endeavour to have an engineer onsite within the hour
  • For non-business critical issues – We’ll endeavour to have an engineer onsite within the same day

Does Oh So Technical provide 24/7/365 IT Assistance?

YES. We provide flexible levels of 24/7 IT Support cover that can be tailored to your business requirements.  WE DO NOT OUTSOURCE. ALL Technical support cover outside of standard business hours is provided by our own help desk team.

What is a Customer Success Manager?

Every new Oh So Technical client is assigned a Customer Success Manger.  The role of your Customer Success Manager is as follows:

  • Ensure you receive the highest standard of Customer Care
  • Ensure that your ongoing IT investment is aligned to your business strategy and achieving your business goals.
  • Be your main point of contact to discuss any immediate or long-term IT issues or requirements
  • Provide a single point of escalation for any concerns you have about our Customer service levels

You’ll be able to contact your Customer Success Manager DIRECTLY at anytime using the contact details that will be provided to you in your Company Welcome pack during the on-boarding process, along with details of how to log new IT Support issues and how to contact our support team.

How long does it take to switch to OhSo Technical?

We’ll take FULL control of your IT Operations from DAY ONE. We’ll oversee the full transition of service and obtain any administrative details that are required to support your IT Infrastructure DIRECTLY from your previous IT Services provider, leaving you to focus on other business activities.

In order to provide an INSTANT day-today technical support, we will need to complete the following on-boarding process:

  1. A professional IT Consultant will conduct a FULL IT Services Infrastructure audit. This root and branch audit will highlight any potential or existing IT issues that could affect your immediate and medium to long-term business productivity.  
  2. Any existing IT issues highlighted in the IT audit will be resolved IMMEDIATELY .
  3. Optimising and modernising your IT systems from Day-one will result in reduced system downtime and less day-to-day technical support problems, greatly increasing your overall business productivity.  
  4. Because you’ll make less technical support requests, we can provide you with INSTANT telephone and remote IT support whenever you require technical assistance.  

We aim to complete the above process within two-weeks of you signing an IT Services agreement. The time it takes to complete this process is dependant on the size and complexity of your IT Infrastructure.

How long are your IT Support service contracts? 

Our standard IT support service is based on a minimum 3-month rolling contract. The first month of your IT Support Service contract is subject to one week’s notice, which is then extended to 6 months thereafter.

We never try to tie you into a lengthy service contract, but we’re happy to provide discounted rates for Clients that wish to sign a longer-term IT Services agreement. See our Fully Managed IT Support service overview page for further details.

I’ve got more questions about your OhSo Amazing service, who should I contact? 

No problem! Call us today and speak directly to a friendly and helpful member of our Business Development team.

Alternatively, you can complete the online contact form below and a member of our team will respond to you shortly.

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