IT Support Services

Remote technical support is provided via telephone, or modem and PcAnywhere remote control software, which enables Edge Designs to provide on-line technical support by dialling into your system, to provide diagnostic support and problem resolution. This proves very effective and efficient.  This is designed as a fully secure method, whereby our support team will only access your systems on your approval and whilst you can see what they are doing on your computer.

Response rates to any logged problem should be within a four hour period during normal office hours. If subsequent action is required, this will be arranged by mutual agreement.  Edge Designs has a choice of IT Support agreements to suit specific requirements and budgets:

• Annual IT Support
• Contract IT Support
• Ad Hoc IT Support

Hardware Support
Edge Designs technical support covers software support, and diagnostic support for hardware. If an item of hardware is diagnosed as faulty, the standard options are:

1. Refer to manufacturers warranty, if still operative.
2. Cover in advance with hardware support contract - Edge Designs are happy to quote separately for this.
3. Ad hoc repair and maintenance by Edge Designs or third party. Edge Designs would quote, or cost on the basis of time taken (payable at our published rates) and for materials used or supplied.

Edge Designs Technical Support can help you with:

• Diagnosis of problems
• Configuration of your PC/network
• Liaison with third parties, engineers etc...
• Installation of software

Notes
1. Norton Utilities is recommended (one CD per site required).
2. Software, hardware, or network changes are subject to consultation with Edge Designs.
3. PC reloads are excluded (likely time three hours), unless a "Ghost" has been created of the PC (time four hours).
4. Server reloads are excluded.
5. A nominated member of staff to may act as first line of support, and to co-ordinate support contact with Edge Designs
6. Edge Designs Technical Support does not cover the physical maintenance or repair of hardware, see below.
7. pcAnywhere software enables us to dial in at your invitation, to provide remote support, via modem

Edge Designs Top 10 Support tips:
1. Press ctrl alt delete together to exit a crashed application
2. Restart your PC after a problem, or in any case, at least once per day
3. If you have had to do a restart, switch on peripherals, and then PC(s)
4. Leave your PC on overnight, but switch off at weekends
5. Check that power is switched on, and all cables and connections are secure
6. Backup your data regularly and remove from site overnight
7. Use utilities software (run from CD) monthly to maintain the health of your system.
8. Use anti virus software, and update by download monthly.
9. Check the Microsoft website for critical updates
10. E-mail:
- check the address sent to.
- Telephone the recipient / sender to confirm, if required
- Allow at least one hour for delivery
- Be wary of opening attachments from unknown sources as they may contain a virus
- check your modem is switched on, and connected

Support Agreement Options

Annual IT Support

• Pre paid Annual IT Support has the following benefits
  • Fixed annual cost
  • control over their IT support costs
  • helps in the budgeting process
  • priority service
  • Remote support with on site options
  • defined service levels

Contract IT Support

• Contract IT support has the following features and benefits
  • Pre paid ten hour block of time
  • Cost control
  • Usable for remote or on site support
  • Time drawn down by the minute
  • Priority given over ad hoc support
  • Low on site rate
  • May also be used for training

Ad hoc IT Support

• Ad Hoc support has the following benefits
  • remote or on site support
  • payable by the hour
    

For more information or assistance, please contact us