Brookland Computer Services

Helpdesk remote reactive support services for servers and workstations

“A complete fixed cost support service that will provide your team with support when they need it. You get all the benefits of a professional helpdesk with none of the associated overhead.”

Unlimited Helpdesk Support

Our Customer Support Centre (CSC) provides a single point of contact enabling users to contact our support teams directly to ask questions and resolve problems. Assistance and advice is offered on pre-determined hardware, operating systems and software applications. The resources of the Customer Support Centre combine our traditional telephone support desk with those of our quick e-mail response and remote/dial-in intervention services.

End-to-end Problem Ownership

Any problems you experience will be dealt with swiftly by our team of experienced support staff, who will own the issue until it is resolved - if this involves contacting other suppliers, manufacturers or service providers we will look after it without bothering you

if the incident cannot be solved via the telephone or remote access then it may be necessary to have an engineer visit your site to affect a solution. We provide a range of "Onsite Resource" services to allow for an automatic or manual escalation to this response level, please refer to our Sales Department for information on the services available.

Customer Support Centre Workflow and Escalation Process

Comprehensive Service Level Agreements

Presented as an unlimited Re-active support solution, all the services are provided under agreed Service level Agreements (SLA's). We closely monitor our performance to ensure we resolve problems in a timely and efficient manner. As a customer's business grows and changes the service levels can be easily and economically adjusted to satisfy the new business needs and reporting requirements.

Part of an integrated Total Solution

The support services of our Customer Support Centre are usually provided under an ongoing contract which is subject to renewal and fee payment on an annual basis. The services are normally available from 8.30am to 5.30pm Monday to Friday (excluding public bank holidays). For organisations requiring support outside these hours then critical server and software application support is available - subject to a separate agreement.

Part of the SecureCare suite of products