Remote IT Support | What is RITS?

What is RITS?

Remote IT Support (RITS) is more than just a phone number to call when problems occur, it is a complete network support solution that utilises many proactive and reactive methods to ensure you get the most out of your IT equipment.

You receive access to advice, troubleshooting and remedies from a team of IT professionals which minimises any downtime. By using remote-access technology, you don't have to wait hours or days for an engineer to attend your site - you can have an immediate response within minutes!

Reactive

Help Desk
Remote Control
On-Site
Collection and Return

Monitoring and Alerts

As part of an initial audit, your systems are configured to alert us to any issues that occur. By monitoring backup logs, virus alerts and other critical system activities you can be confident automated tasks are being carried out successfully.

We are also able to monitor your connectivity and critical Internet services externally. Email servers, Internet connections and any other services you rely on will be monitored constantly. If any become unavailable, you will be alerted immediately and remedial action will be taken. In most instances we are able to identify and fix the problem before you even realise it existed!

Anti-Virus Protection

It is essential that adequate protection is in place to protect your systems from any unwanted threats. In the case of basic desktop protection, each PC is configured correctly to ensure automatic updates are being applied regularly. If a more corporate solution is in place, alerts will also be monitored to ensure the system is successfully dealing with all threats.

Recommendations will be made in the event that inadequate or no anti-virus software is being used.

Data Backups

Many organisations don't see a backup procedure as critical until such a time they wish they'd had one in place! At this point it is usually too late and so a reliable backup is critical to ensure all your valuable data is safe, whether the victim of a system crash or your entire office burning down. Would you be able to recover from disaster quickly? Monitoring and Alerts makes sure your backups are being carried out successfully by analysis of the daily reports.

Recommendations will be made in the event that inadequate or no backup is in place.

Practical Help and Advice

By providing your colleagues with a point of contact for all the "How do I?" questions, you may well find an increase in productivity. This service is unlimited during office hours (Monday - Friday, 9 - 5) and you will gain access to a wide array of knowledge of commonly used applications through our IT Professionals including the entire Microsoft Office suite, and software from other major vendors. If we can't help immediately, we will still strive to find you a solution.

Security and Reliability Updates

Through a series of automated and manual system updates, you can be confident that your network is secure and your PCs will run reliably. Updates are usually distributed out-of-hours so disruption to you is kept to a minimum, unless an issue arises which requires an immediate update.

Help Desk

Not all problems can be anticipated in advance which is why we provide you with unlimited telephone support. In the case where you would like us to check a specific problem; you can call the IT department during office hours (Monday - Friday, 9:00 - 5:00). For example, you may require a printer queue unblocking, or recovery of an accidentally deleted file.

The help desk can also free you of time-consuming network administration facilities. You may need us to add a new user account, or you with help installing a new printer.

Remote Control

In most instances it will be quicker for the help desk to use remote-access software to control your PC or server. You initiate the connection, and you can watch all actions performed on your monitor - you stay in control.

This facility allows us to work on your PC and rectify problems as if we were physically on-site.

On-Site

Where an issue cannot be fixed by remote control - we may be required to attend your premises. Such occasions may range from replacing a failed hard drive to installing a new PC. You will receive a discounted hourly rate for any on-site work.^*1

Collection and Return

If we can save you money on a call-out, we will! Sometimes it is cheaper for our courier to collect a PC and deliver it to us. Once fixed, we will return it to you.^*2

_{*1 There is a call-out fee relevant to
your location to cover travelling expenses.}
^{*2 You will pay the cost of the courier and any required parts.}