Technical Support
Business never sleeps. Neither should your IT services.
Utilising the latest monitoring tools and services, manned by experienced and highly qualified personnel and backed by the world's most reliable network infrastructures, Pemrose deliver unrivaled support and backup. Our monitoring systems are capable of identifying and alerting our technicians to potential problems before they happen. Our use of highly sophisticated data centres and automatic fail-over solutions means that your servers and data are safe in our hands.
Global business. Whether you have mobile users, teleworkers or branches in other regions our network and support services exist in every timezone, providing you with 24/7/365 support. Our knowledgable staff are available via telephone and are capable of remote administration of any of your servers or PCs, helping to rectify problems swiftly and with the minimum of inconvenience.
As part of every Pemrose Cloud Computing solution we provide access to our technical support help desk via instant chat, online ticketing, email and telephone (0800 number). Our help desk provides our clients with access to a diverse, experienced skill pool of qualified support technicians. Technicians are able to take remote control of a user's PC and assist in solving problems or complaints. Access to our help desk is included during office hours, or subscribers may opt to pay for out-of-hours support by way of an unlimited upgrade package for an additional fee per user, or on an ad-hoc basis. Our help desk is staffed 24 hours a day, 7 days a week, 365 days a year.
All of our solutions are backed by our Service Level Agreement which can be tailored to your requirements. Our standard agreement included in all subscriptions provides a 99.9% SLA during office hours. A 100% SLA is available at additional cost for mission critical systems. Any service failures or problems arising from faults attributed to Pemrose will be dealt with free of charge. The table below explains what is typically included and excluded from support. Those items excluded from normal support are dealt with via support credits or all-inclusive support packages available at additional cost to our clients.
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Included in Standard Support |
Excluded from Standard Support |
- Any issue where Pemrose systems are at fault will be resolved free of charge.
- Addition or removal of users to subscription.
- Assistance with spam email and web filtering.
- Assistance with viruses or malware.
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- Disaster Recovery scenarios.
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User training.
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Assistance with the deployment or usage or third party applications.
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Assistance with Microsoft Office.
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Assistance recovering lost or deleted files.
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Assistance with printing.
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Assistance with email or attachments.
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Assistance with web searching.
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We operate a three tier support request system with the following turn around times.
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Critical |
Turn-around time typically 1 hour. |
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Essential |
Turn-around time of typically 2-24 hours. |
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Standard |
Turn-around time of typically 48 hours. |
Our hardware is backed with an onsite new for old agreement. Technicians will visit your site to replace broken equipment within 24 hours of a fault report. Our hotswap servers and live backups ensure that in the unlikely event of server failure or data centre downtime that your services are restored within 1 hour.