IT Support and Managed IT Services : Glasgow | Edinburgh | Scotland

Our support options can be completely tailored to your requirements but to give a guide we’ve set 3 main options. Click the tabs below to select the correct option for you. Complete the quick quote form on any tab and we’ll get back with an estimate within the hour. If you’ve any questions call, email or use the chat feature on the left of this page!

Complete Support

Our Complete Support is our most common package and effectively provides a fixed price for all your IT Support requirements. It includes all the same options as Remote Support but adds unlimited on-site support within the package. We have a few items that sets us apart from the competition.

Once we agree the items to be covered we will provide Unlimited Support to keep that item or service working as it should. This might be on-site, remote, by phone, chat etc. From 10 years of providing Managed IT Support in this way we know how many hours we should spend keeping a clients systems running at optimum performance – we break this into monthly chunks that help you set an IT budget.

In reality some clients will use slightly more time than we’ve allocated and some clients slightly less time. The next year it might be the reverse. If we find after 6 months that you need less/more of our time then we can review. We send regular reports to keep you fully informed of what has all been happening. Click Here to see a sample.

We can cover all the types of system you might have including Apple Macs and OSX.

Regardless of whether you need IT Support Glasgow or Edinburgh or Inverness – once we’ve agreed what we will cover then we will make sure we provide that service.


Our Service Levels mean everything to us. They are what sets our reputation. What we will say is that if we fail to meet a Service Level by more than 1 minute we will credit you back for the existing month of support and give you one month for free. In 10 years we’ve never had a single complaint about our Service Levels.

The exact nature of the Service Level Agreement requires some further information but we offer both response time and repair time as options. Our base option is a reponse time.


Most customers have a specific application for their business. Maybe AutoCAD for Architects, Iris for Accountancy, Sage etc. We will undertake to support all of those too.

How is that possible I hear you cry? Well, if the application is critical for your business you hopefully have a support agreement with the vendor. We will learn and document the common tasks for the running of the software and fall back to the vendor support when required. You can of course just call them yourself if that works for you but almost all of our customers prefer this arrangement and having one point of contact. In the past we often found that the client would call the vendor, the vendor would ask a technical question, client would call us with that technical question ….. you get the picture! Doing it the enlinea way saves everyone time and (we hope) makes things run more smoothly.


On each system we look after we install our remote management software agent. This is a small piece of software that reports back to us about your system health (disk space, memory usage, antivirus date, critical services on servers etc). This allows us to catch issues before they impact on your business. This software runs on Windows, Apple OSX, Linux and various tablets so we can cover all your devices.

We can also do clever things automatically, even if you don’t have 24×7 support. This might be a restarting a service if it stops or running a disk cleanup script. We can manage all your system updates from one central location.

On your taskbar you will get a little symbol like this  which you can use to send us support requests or screenshots of an issue you might be having.

For any mission critical servers or services we can offer 24x7x365 cover. We will act on alerts and calls to our support desk around the clock, coming on-site at an hour of the day or night.

 

For a quick quote please fill in our form, drop us an email or give us a call on 0141 285 6677.

Quick Summary of Complete Support:

  • Full Service Level Agreement
  • Immediate Helpdesk Response
  • 2 Hour On-Site Reponse for Critical Items*
  • Unlimited On-Site Support
  • Unlimited Remote Support
  • Unlimited Telephone Support
  • Unlimited Support Business Applications
  • No Call Out Charges
  • Full 24×7 Pro-Active Monitoring
  • Option for 24×7 On-Site and Remote Support
  • Monthly Management Reports

* On-site response times depend on location of site-covered. i.e. we can’t get to Skye in 2 hours. Yet!



Remote Support

Our Remote Support provides unlimited remote/telephone/chat support for the systems agreed. We have powerful remote management tools and estimate we resolve about 95% of calls remotely now. If we can’t resolve remotely then we will come on-site to resolve the issue – but we will have a charge for coming on-site. So you can fix your costs for most of your support issues. We can mix and match Remote and Complete between PCs and Servers. So if you want Servers on Complete Support and PCs/laptops etc on Remote only then that is fine.

Once we agree the items to be covered we will provide Unlimited Support to keep that item or service working as it should. This might be remotely, by phone, chat etc. From 10 years of providing managed IT in this way we know how many hours we should spend keeping a clients systems running at optimum performance – we break this into monthly chunks that help you set an IT budget.

In reality some clients will use slightly more time than we’ve allocated and some clients slightly less time. The next year it might be the reverse. If we find after 6 months that you need less/more of our time then we can review. We send regular reports to keep you fully informed of what has all been happening. Click Here to see a sample.

We can cover all the types of system you might have including Apple Macs and OSX.


Our Service Levels mean everything to us. They are what sets our reputation. What we will say is that if we fail to meet a Service Level by more than 1 minute we will credit you back for the existing month of support and give you one month for free. In 10 years we’ve never had a single complaint about our Service Levels.

The exact nature of the Service Level Agreement requires some further information but we offer both reponse time and repair time as options. Our base option is a reponse time.


Most customers have a specific application for their business. Maybe AutoCAD for Architects, Iris for Accountancy, Sage etc. We will undertake to support all of those too.

How is that possible I hear you cry? Well, if the application is critical for your business you hopefully have a support agreement with the vendor. We will learn and document the common tasks for the running of the software and fall back to the vendor support when required. You can of course just call them yourself if that works for you but almost all of our customers prefer this arrangement and having one point of contact. In the past we often found that the client would call the vendor, the vendor would ask a technical question, client would call us with that technical question ….. you get the picture! Doing it the enlinea way saves everyone time and (we hope) makes things run more smoothly.


On each system we look after we install our remote management software agent. This is a small piece of software that reports back to us about your system health (disk space, memory usage, antivirus date, critical services on servers etc). This allows us to catch issues before they impact on your business. This software runs on Windows, Apple OSX, Linux and various tablets so we can cover all your devices.

We can also do clever things automatically, even if you don’t have 24×7 support. This might be a restarting a service if it stops or running a disk cleanup script. We can manage all your system updates from one central location.

On your taskbar you will get a little symbol like this                         which you can use to send us support requests or screenshots of an issue you might be having.

For any mission critical servers or services we can offer 24x7x365 cover. We will act on alerts and calls to our support desk around the clock.

 

For a quick quote please fill in our form, drop us an email or give us a call on 0141 285 6677.

If you would like a package fully inclusive of on-site then you need our Complete Support option on the next tab.

Quick Summary of Remote:

  • Full Service Level Agreement
  • Immediate Helpdesk Response
  • Unlimited Remote Support
  • Unlimited Telephone Support
  • Unlimited Support Business Applications
  • Full 24×7 Pro-Active Monitoring
  • Option for 24×7 Remote Support
  • Monthly Management Reports
  • Option for Chargeable On-Site Visits (Outwith SLA)


Block of Hours

Our block of hours support options provide a very basic form of support where you pre-purchase x number of hours and we deduct from that each time you require support.

This package carries no Service Level Agreement so tends not to suit most ongoing support requirements. We find that most clients using this package already have IT Support in place for the more critical items (perhaps an internal IT department) and just need someone to cover certain scheduled tasks. Our services under the arrangement are all provided on a “best efforts” basis – i.e. we will try our best to do what you need but will put contract customers first.

For a quick quote on a Block of Hours please fill in our general enquiry form, drop us an email or give us a call on 0141 285 6677.

Quick Summary of Block of Hours:

  • No Service Level Agreement
  • Pre-purchase a Block of Time
  • Use for Ad-Hoc and Scheduled
  • Telephone Support
  • Remote Support
  • On-Site Support
  • No Monitoring
  • No Option for 24×7 Support
  • Reports Based on Tasks

If you would like a package with a Service Level then you need our Complete Support or Remote Support option on the other tabs.