Familiar Software

Network Support

Support
We are able to provide a range of support packages, from one-off incident responses, to complete packages: giving you access to technically qualified engineers during office hours, on any IT related matter.

Support Packages

We can offer support packages offering response guaranteed within a set time period. Clients with support packages can also get monthly maintenance visits, and discount off the price of Incident response charges for call-outs. Telephone support is included in these and in many instances enables you to get up and running without the need for an expensive call-out.

Incident Response

Available either on an ad-hoc basis or as part of a support agreement, engineer call-outs to site to resolve system failures, either within a specified time period, or when an engineer is next available.

On arrival at site the engineer will as quickly as possible determine the cause of the problem. Should the fault not be repairable with the current hardware the engineer will either liaise with the hardware vendor to invoke any warranty, or in the event of hardware not under warranty arrange either a quotation on or provide a replacement part. In some cases temporary replacement may be available.

Travel costs within the Mid Wales/North Shropshire area (20 miles of Oswestry) are included in the price. Thereafter a mileage will be chargeable. Time on site is charged on an hourly basis with a discounted rate for pre-booked half and full days.

Visits outside of normal office hours and at weekends for scheduled maintenance are also available at weekend rates.