Dedicated IT Support is extremely important for the smooth running of any modern business. We offer three simple and completely transparent outsourced IT support service packages with SLAs that ensure that you know the precise criteria that we deliver against and the exact services that you’re paying for.
By choosing Westlake IT, you join a family of qualified engineers, expert project managers and business directors that will provide you with the right IT strategy and support services so your business flourishes. We’ve been providing IT support services to businesses like yours since 2005 and many of our customers who joined us early on are still with us today.
For the majority of businesses, large or small, it’s vital to focus on your core business and ensure your overhead costs are minimised.
A good MSP will get under the bonnet of your business deploying IT solutions that support you in obtaining your business objectives.
It is expensive to employ a dedicated resource. Outsourced IT support is easy to scale up or down. You can draw on a pool of resources with different types of expertise from Helpdesk support to IT infrastructure monitoring and maintenance.
It is challenging to keep internally employed IT resources trained to the level of expertise required to do the job, as technology constantly evolves.
Disaster recovery and back up are not a ‘one size fits all’ solution. Businesses using cloud technologies will need to use a different type of backup solution to those with on-premise servers
Let’s take Microsoft Office as an example. Microsoft sell Home and Business versions of their Office solutions. In addition, each suite of Microsoft 365 Small Business or Enterprise products contains several plans and options. The right license type with the right set of features is not always easy to find.
GDPR and sector-specific regulatory requirements will impact where and how your data is stored and who can access it. For example, if your data is stored using cloud technology then you need to make sure that the country where it is stored has GDPR compliant ‘safeguards’ in place.
PC procurement, installation and disposal services are just one facet of IT Asset Management. A major advantage is the ability to produce rolling PC replacement programmes and auditing services that ensure your PC estate is operating optimally, minimising downtime and enabling your employees to keep working.
Our three Helpdesk IT support packages are costed on a simple per-user-per-month basis.
For businesses requiring complete peace of mind, with unlimited access to our Helpdesk, so your business stays productive.
Businesses with on-premise servers or significant reliance on IT choose this support package because it includes onsite attendance.
If your business requires extended hours of support, or operates across multiple time zones, this support package is a perfect choice.
| IT Support Packages | ESSENTIALS | PREMIUM | PREMIUM PLUS |
|---|---|---|---|
| IT SUPPORT | |||
| Access to our Helpdesk | Unlimited | Unlimited | Unlimited |
| Business Hours Coverage (8:30am - 5:30pm) | |||
| Extended Hours Coverage Options | |||
| Remote Control & Takeover | |||
| Onsite Attendance for Break/Fix | |||
| Monthly Onsite Maintenance Visit | |||
| SECURITY MONITORING & MAINTENANCE | |||
| Monitoring & Automated Alerting for your PC Estate | |||
| Patch Management for Windows | |||
| Updates for Core Applications | |||
| Anti-Virus Software | |||
| Anti-Virus Monitoring & Reporting | |||
| IT Usage Policy | |||
| IT ASSET MANAGEMENT | |||
| Software & Hardware Audits | |||
| ITAM Strategy | |||
| PC & User Setups | |||
| SERVICE DELIVERY | |||
| Account Manager | |||
| ITIL-Driven Operational Model & Best Practice Processes | |||
| Automated Ticket Allocation & Resolution Tracking | |||
| SLA with Guaranteed Response Times | |||
| SLA Core Metrics | |||
| SLA Performance Reports | Monthly | Monthly & Ad Hoc | |
| Client Portal |
A dedicated line that takes you straight through to an Engineer.
If you raise a Ticket, it will be assigned to an Engineer who will own it throughout its lifecycle.
We can remotely log onto your machine and resolve your issue. Sometimes this can be done in the background while you continue to work.
If we’re not sure who can fix your issue because it could be your PC or a piece of third-party software, we’ll find out for you and take the responsibility for liaising with the third-party supplier.
Our Outsourced IT support packages are costed on a per-user-per-month basis and are designed to be transparent in both cost and deliverables. The ability to combine our Helpdesk packages, enables businesses with both remote and office-based working requirements to tailor their support provision accordingly.
Remote Helpdesk Support: Mon-Fri 8.30am–5.30pm
Guaranteed Response Times
Account Manager
Annual Site Visit to your HQ
Backup – 5 GB per user
AutoTask Endpoint Management
Monthly SLA Report
Monthly IT Healthcheck Report
Remote Helpdesk Support: Mon-Fri 8.30am–5.30pm
On-Site IT Support: Mon-Fri 8.30am–5.30pm
Guaranteed Response Times
Account Manager
Technical Key Point of Contact
Monthly Site Visit to your HQ
Backup – 10GB per user
AutoTask Endpoint Management
Monthly SLA Report
Monthly IT Healthcheck Report
Remote Helpdesk Support: 24x7x365
On-Site IT Support: 24x7x365
Guaranteed Response Times
Senior Account Manager
Technical Key Point of Contact
Monthly Site Visit to your HQ
Backup – 50GB per user
AutoTask Endpoint Management
Monthly SLA Report
Monthly IT Healthcheck Report
Our remote support package gives you unlimited access to our Helpdesk on business days. Whether you call or email, your incident will be logged and dealt with by one of our team of experts.
Because we’re an SME, you’ll get to know our Engineers by name and they will remember you too. We’re friendly and approachable, and we try to minimise the techy-talk and just get on with fixing your issue.
We offer a Business Premium Support Package for customers who want on-site support. This service gives peace of mind that you can have an Engineer on-site if an issue occurs that can’t be resolved remotely.
Where possible, we’ll send out your Technical Key Point of Contact. If your key contact is unavailable, a qualified outsourced IT support expert will arrive with you, fully briefed and ready to help.
We believe it’s important you know how quickly we will respond when you report a problem with your IT, and how quickly we will fix it. For this reason, we provide detailed Service Level Agreements to all our clients.
In addition, our IT Helpdesk system, AutoTask, enables us to track Tickets. AutoTask ensures our SLA response times are met and our Engineers are aware of the priority status of all their work at all times.
Your Account Manager will operate as the lead point of contact for any and all matters specific to your business. Their role is to build and maintain trusted and long-lasting relationships with your key people.
Your Account Manager is responsible for ensuring the timely and successful delivery of our solutions according to your needs and objectives.
You will have a dedicated IT Infrastructure Engineer whose role is to:
Your Technical Key Point of Contact will always be the lead Engineer on implementing IT Projects – such as migrating your IT Infrastructure to the Cloud.
The purpose of site visits is to provide maintenance and troubleshooting services. Whether we visit you annually or monthly, your Technical Key Point of Contact will agree, in advance, what tasks will be completed during the visit.
We’re also flexible; so if something crops up on the day, we’ll do our best to resolve it for you there and then.
ITIL is a set best practices that focus on aligning IT services with the needs of the customer. We combine service desk technologies, tried and tested processes, and the expertise of our Engineers to deliver service excellence which we tailor to the needs of each customer.
Every incident or service request is logged, assigned and tracked in our Professional Service Automation (PSA) system, AutoTask, which underpins everything we do. It provides a solid backbone to our daily operations.
We offer our customers the choice between standard and fast track service level agreements. Our Fast Track SLA includes a Next Business Day service on many incident and service requests.
Our Service Level Performance Reports provide you with the facts and figures that clearly demonstrate how we are delivering on our service promises. We track our compliance with our first response and resolution target timeframes and much more.
We specialise in the delivery of Outsourced IT Support Services via our team of expert engineers who are managed by our ITIL qualified Help Desk Manager. We use the latest technology in Helpdesk ticketing & reporting systems and in monitoring & maintenance software.
For more information you can contact us on 023 9200 7850, via email [email protected] or complete our contact form.