End-User Cloud Support
Westgate IT provide a comprehensive End-User Remote Support and Service Desk package. Our approach is to provide one contact point for all problems including support on all aspects of a solution covering software and general advice.
- Problem & Incident management
- ITIL Compliant Service Desk
- Management Reports
- ISO 9001, ISO 27001, ISO20000, Cyber Essentials+ Certified
- Third Party Liaison
- Reduce staffing costs
- Wealth of experience
- Trained professionals available to you
£9 to £15 per user per month
6 8 8 0 0 5 1 1 0 1 8 6 0 1 1
0330 20 20 369
|Training service provided||No|
Setup and migration
|Setup or migration service available||Yes|
|How the setup or migration service works||This service enables users to work effectively with both fully cloud based solutions and hybrid solutions. This is completed by having a fully supported setup.|
|Setup or migration service is for specific cloud services||No|
Quality assurance and performance testing
|Quality assurance and performance testing service||No|
|Ongoing support service||Yes|
|Types of service supported||
|How the support service works||
Westgate IT have engineers with a wide variety of skills and specialities. These skills are developed and homed through regular training and engineers are deployed depending on the work required.
Westgate IT engineers primarily trained in supporting Microsoft products but also have a vast experience with a numbers of software suppliers including Mac, AWS, VMWare, Veeam, ESET.
|Service constraints||The majority of support is completed remotely but an on-site presence can be arranged if remote support is not possible.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Response times are dependant on priority.
These priorities are:
Critical - Within one hour.
High - Within two hours.
Medium - Within four Hours.
Low - Within ten hours.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
Westgate IT operate three levels of support, 1st line, 2nd line and 3rd line.
Each issue raised is initially assigned to our 1st line team, this team investigates the issue and will resolve/escalate as appropriate following Westgate IT procedures to find the swiftest long-term resolution.
|Supplier type||Not a reseller|
|Staff security clearance||Staff screening not performed|
|Government security clearance||None|
|Price||£9 to £15 per user per month|
|Discount for educational organisations||No|