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Pro-Active managed iT support services for one single cost per month covers allaspects of your iT including 24/7 monitoring, health checks and iT Reviews
iTG Technologies Limited, Amtri House, Hulley Road, Macclesfield, Cheshire SK10 2NE Telephone 0870 460 9133 email: [email protected] website: www.itg.uk.com
24/7 Monitoring Pro-Active Support High Availability Onsite SupportHelpdeskHardware & Software iTG CloudBase
web: www.itg.uk.com • email: [email protected] • tel: 0870 460 9133
Managed Fixed Cost iT Support
Our fully qualified and most importantly highly experienced engineers,
are empowered with the autonomy we feel is essential to offer a
responsive and cohesive support service. We value flat hierarchies as
this increases speed and efficiency for our clients and allow our staff to
take ownership of a situation without incurring delays. Above all we value
honesty and transparency at all times. iTG staff will not tell clients what
they want to hear – they will tell them the truthful answer with solutions
to problems included in the delivery of our responses.
iTG has a substantial staff and skills resource and we use our custom built CRM Helpdesk for
the management of our clients, support calls, reporting and billing. Access to the helpdesk is
as standard for all of our clients to enable ease of access for logging and review of support
levels and historical reporting.
We manage all of our customer support in-house including, Cloud Computing, telecoms and
our own managed servers for web and domain hosting, software development, and repairs
of equipment. We have long term strategic partnerships with key vendors and we believe in a
total control policy that the buck stops with us in a managed support environment.
iTG Manage Support Features
• Unlimited fully managed Pro-Active iT Support covering your entire Digital Infrastructure
• Fixed cost support one monthly fee caps your budget and insures against unexpected support costs
• Tailor your support specifically for your needs.
• Includes guaranteed SLA, health checks and 24/7 monitoring
• Preferential support ticket escalation and dedicated staff for managed clients
• All user data held securely in multiple UK located ISO27001 and ISO 9001 certified data centres
Adobe® Creative Cloud™
web: www.itg.uk.com • email: [email protected] • tel: 0870 460 9133
24/7 Monitoring24/7 Monitoring and Diagnostics
We can monitor your entire PC and Server network with intelligent
software agents installed onto each device. This provides us with alerts
and health checking on a 24/7 basis reporting the information back to our
help desk team for review and intervention. We use non-obtrusive
software with a license cost included in the monthly fixed support fee.
We can install our monitoring onto your entire network and devices including tablets and
mobile phones. Our software is constantly analysing the entire infrastructure looking for
faults and changes in behaviour of devices. Full and comprehensive asset audits and software
compliance is available instantly with reporting available for every detail of the computers
and servers.
We can often predict a failure before it happens or detect hardware issues that would not
be noticed until the point of outage on a system. We can also deploy self healing scripts and
reconfigure responses to specific types of failures detected by our monitoring software to
automatically execute defined diagnostic and remediation. We also use automation policies,
to restart windows services, or deploy scripts and software updates and fix problems with no
technician intervention.
Features & Benefits
• Centralised Management Console for control of devices on premise, mobile, or in the cloud
• Asset Discovery collects the granular details of all devices on your network. Auto-classification ensures that new devices are never missed
• Inventory stores all device information and asset information. We can produce warranty, license key, installed apps and hardware inventory reports for every device.
• Self-Healing using pre configured responses to specific types of failures so fixes problems with no technician intervention
• Automation Manager allow us to create, customisable, automated routine tasks for installs and updates
• Full suite of real time Reports instantly accessible
web: www.itg.uk.com • email: [email protected] • tel: 0870 460 9133
Pro-Active iT Support& Dedicated Helpdesk
Pro-Active iT Support and Helpdesk
As computers become more reliable the break fix re-active support model
does not offer businesses any real value. iT is the most important part of
your business and as the heart of its communication and productivity you
need to protect its continuity.
iTG provide a pro-active fixed monthly cost package that can cover every aspect to provide
you with a fully managed solution and a support partner. We want to become your virtual
iT department which unlike employing someone will mean you always have value for money
access to extensive skills and resources.
Our Pro-Active Support overview
Dedicated Helpdesk - all calls logged and reported back to the client within guaranteed SLA
responses usually 15 minutes – our current statistics are 85% of all calls resolved via remote
access, 100% within our quoted SLA.
The hub of our operation is our help desk team. Our highly skilled and experienced engineers
log and escalate your support calls in our own bespoke built helpdesk CRM system. We
provide access to the client panel via your own login where you can log, and monitor support
calls and review historical and current support usage. We maintain industry standard SLA’s
for fast resolution of issues via remote support.
As a managed support client you will have a guaranteed service level agreement from highly
skilled engineers who have access to comprehensive iT details about your business.
Features & Benefits
• Predict failures before they happen
• Regular health checks and detailed iT details enable us to take ownership and fix issues quickly
• Transparent support escalations with reporting to view logged calls and
resolutions
• Dedicated staff that understand you and your business needs
• All aspects of iT and communications and 3rd party management included
• iT reviews and consultancy included in the fixed monthly cost.
web: www.itg.uk.com • email: [email protected] • tel: 0870 460 9133
Onsite & InstallationOnsite Support and Installations
The majority of nearly 85% of all support issues can be resolved using our
own secure remote access to your, PC, Mac, Server or even mobile device.
When you need a business critical response on site we have a team of
engineers on standby. This team has the experience of installing over 600
server and network infrastructures and is also responsible for the rapid
and efficient deployment of new or replacement equipment.
Minimising downtime and ensuring a smooth transition for new services and equipment is
essential to all business. To achieve this requires precise planning and logisitics and the
correctly qualified engineers. Installations are lead by our Technical Director and supported
by our Customer Services Manager. Every detail and scenario is project planned to ensure
everything runs as smoothly as possible with as much preparation work as possible taking
place in our workshop before we deploy engineers onsite.
As one of only a few fully accredited Dell Preferred Partners we have direct access to the
highest tier of Dell Pro Support. This enables us to provide our customers the most
responsive support escalations and resolutions to warrantied hardware.
Security is the most important aspect of any business network. You have the reassurance that
we have been Watchguard Certified security specialists for over 10 years. Watchguard are
the worlds leading SME firewall appliance suppliers.
Features & Benefits
• Fast escalated, guaranteed SLA for business critical onsite support
• Dell Partner Preferred status gives us access to the highest tier of Dell support for faster warranty repairs
• Precision planned projects for installs of services and equipment
• Fully managed projects to minimise disruption and downtime
• Workshop preparation and diagnostics pre-deployment
web: www.itg.uk.com • email: [email protected] • tel: 0870 460 9133
High UptimeHigh Uptime and Disaster Recovery
The iTG CloudBase Disaster Recovery solution provides organisations
with an effective safety net in the event of a serious system issue. The
Disaster Recovery solution is primarily focused around getting business
critical systems back up and running to minimise the disruption to your
business.
Our Disaster Recovery solution is effectively complemented by our Cloud Backup solution,
but the key benefit of DR which we believe is unique in the marketplace, is our ability to
perform ‘bare metal restores’ of our client’s entire operating systems into our own virtual
infrastructure.
These virtual machines can then be used remotely by our clients and function as if they were
part of your own internal network. This restoration process can be conducted quickly,
avoiding long and potentially expensive gaps in business function. Once the customer has
replaced or repaired the affected machines, we can then restore the data back from the
virtual machine to the local machine. The volume of data and speed of internet access
determines the speed of recovery but in a total loss situation you will have the peace of
mind that we have your company data both safe and accessible.
iTG CloudBase disaster recovery is bundled with our backup service as a single package.
Features & Benefits
• Secure off site replication
• ISO accredited Data Centers
• No additional investment in hardware or software so cost effective
• Simplified and rapid restoration process
• Guaranteed service levels
• Fully scalable with demand
• High availability and reliability
• 24/7 UK based technical support
• Watchguard Security Gold Partners
web: www.itg.uk.com • email: [email protected] • tel: 0870 460 9133
Hardware & SoftwareHardware and Software
As one of only a few accredited Dell Preferred Partner and a Microsoft
certified software specialist, we design and deploy cost effective total
infrastructure solutions. We have our own workshop for pre-installations
diagnosis, repairs of PC’s, Mac’s and Servers. Demonstration and loan
equipment is available on request.
Certifications and Partnerships
Staying current with the latest technologies requires constant knowledge updates. Some of
our current certifications and partnerships are as follows:
• Microsoft Certified Professional
• Microsoft Certified Education Reseller
• Microsoft Silver Cloud Partner
• Dell Preferred Partner
• Toshiba Partner
• HP Partner
• Sage Reseller Partner
• ESET Silver Partner
• Watchguard Gold Professional Certified Partner
• QuoteWerks Partner
• BT Partner
• Metronet Partner
Features & Benefits
• Certified experienced consultancy for the right equipment for a solution
• Long term direct vendor relationships for highly competitive service backed supply of equipment and services
• 30 day warranty for all repairs
• Dell demo kit available to trial before you buy
• Watchguard network security certified and secure remote workers and branch office connectivity specialists
• Data cabling infrastructure team and business quality wireless solutions
web: www.itg.uk.com • email: [email protected] • tel: 0870 460 9133
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iTG Technologies LimitedAmtri House, Hulley Road, Macclesfield, Cheshire SK10 2NE
Telephone 0870 460 9133 email: [email protected]
website: www.itg.uk.com
www.twitter.com/itgtech www.linkedin.com/company/itg-technologies-limited