itChannel's IT Support service is pro-active - that is we work to keep your network trouble free and running smoothly. We do this through a programme of on-site work days calculated on the basis of the number of PC users, the number of servers and the complexity and current stability of the network. This programme is supplemented with business hours telephone support and a stated level of emergency call-outs within the basic cost of the service.

A small company with around ten users using mainly Microsoft software and a single server would normally require a one day visit every six weeks. An organisation with twenty to fifty users and several servers and possibly more than one site, might require one day every month and a larger organisation with a complex network one day every two weeks. Companies with one hundred users and above would tend to employ their own engineers, however, the use of our services can postpone the need until two internal engineers or more can be justified.

After a free evaluation visit by an itChannel engineer we will propose what we consider to be an appropriate level of support, a service level agreement and a cost for the service.

In general the service is aimed at maintaining networks using Microsoft operating systems and supporting Microsoft Office software; we take a special interest in protecting network security. Specialist application software is normally supported through a contract with the vendor and so is not covered. Additionally, as network security specialists, we offer a stand-alone service just covering all of the products supplied by our solutions team.

During the on-site days, the network logs are checked for irregularities with any identified problems being corrected and software updates applied as necessary. Any new equipment will be properly installed and checked out. The opportunity is also taken to support staff experiencing user problems. We might also suggest changes to improve the operation of the network to avoid additional costs as the network becomes more complex but a client is free to upgrade to a higher level of service at any time or indeed reduce the level as long as we can continue to provide an adequate level of service.