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I.T Support

Managed IT Support experts based Norwich, Norfolk

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Eastern Voice & Data provide a single contact point for a fully managed Computer support package.

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Eastern Voice & Data – I.T Support experts based in Norwich, Norfolk.

Our services include:

  • Managed IT Support
  • Software
  • Hardware
  • Email Hosting
  • Antivirus
  • Antivirus and Data Backup.

We are also Cyber Essentials certified so can be trusted with the security of your IT systems and as part of Norfolk Cyber Security Cluster, we can provide services to ensure your business is GDPR compliant.

Information Technology systems (IT) have become a vital part of running a successful business. IT systems are used to provide day to day services such as communication between employees, suppliers and customers via email, inventory management via Point-of-Sale (POS) systems, data management through file serves or cloud storage, and managing interactions with your customers via Customer Relationship Management (CRM) programs. IT also runs many backend services.

So with out IT Support what would you do if these integrated systems stopped functioning correctly and what would it mean to your business? It could mean you are without communications or unable to process transactions which could lead to loss in revenue and perhaps more importantly, loss in reputation.

Eastern Voice and Data Commitment.

Eastern Voice & Data was founded in 1998 to provide business communications to companies looking for integrated systems designed to improve their efficiency.

Our qualified staff listens to your requirements and offer the products best suited to meet your needs.

We can offer the latest technologies using market leading partners to design and implement systems to provide winning strategic tools for your business.

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IT Support Packages

Our Managed IT Support service is designed to cover all aspects of support for your users and IT infrastructure. Whenever help or assistance is required, a single call or email to our help desk will ensure your needs are dealt with quickly and efficiently within agreed services levels.

IT System Support packages can include:

Telephone Assistance for Break-Fix Support

Remote Control Break-Fix Support using our secure remote access application

On-Site Break-Fix Support if issues cannot be resolved remotely

Service Level Agreements

Proactive System Monitoring

Workshop repair labour

Regular General Network Reviews (GNR)

Regular Network Topology Mapping

Equipment Audits

3rd Party Liaison to resolve break-fix issues, for example software such as Sage

Support request are logged in our Helpdesk application for full traceability

Includes support for all network peripherals including printers, scanners etc.

Service Level Agreements

Service level agreements (SLAs) define the parameters of the support service so you know your service requests will be dealt with in a timely manner. The SLAs detailed below illustrates Eastern Voice and Data’s approach to this for each support package we offer.

Priorities:

Priority1 (Critical) – Response within 15 minutes with a 4 hour target fix.

An unplanned incident causing loss of service to multiple users or Designated Priority User.

Priority2 (High) – Response within 1 hour with a target fix time of 1 day.

Individual User unable to work and alternative IT facilities are not freely available. Reduced functionality causing severe disruption to the business critical tasks.

Priority3 (Medium) – Response inside 24 hours with a target fix within 2 days.

User experiencing reduced functionality causing some disruption to the completion of business critical tasks.

Priority4 (Low) – Response within 2 days with a 5 day target fix.

Administration request or query. Single user experiencing reduced functionality resulting in minimal impact to business.

Note – Out of hours support is provided for Priority 1 use only and on a best endeavours SLA

Bronze

  • Online management portal
  • Telephone Assistance for Break-fix Support
  • Remote Control Break-fix Support
  • On-Site Break-fix Support
  • Call Outs
  • Workshop Repair Labour
  • Third Party Liason
  • Includes Support for all network peripherals
  • Server Administration
  • Initial Site Audit
  • Quarterly Review
  • Proactive Monitoring and Alerting
  • Regular Network Topology Mapping
  • Regular General Network Reviews (GNR)
  • Regular Equipment Audits
  • Non-inclusive Engineering Time Rate - £50/hr

Support Hours (Helpdesk) Monday – Friday 08:30 – 17:00 Excluding Holidays Extended Hours Support Available at additional cost

Silver

  • Online management portal
  • Telephone Assistance for Break-fix Support
  • Remote Control Break-fix Support
  • On-Site Break-fix Support
  • Call Outs
  • Workshop Repair Labour
  • Third Party Liason
  • Includes Support for all network peripherals
  • Server Administration
  • Initial Site Audit
  • Quarterly Review
  • Proactive Monitoring and Alerting
  • Regular Network Topology Mapping
  • Regular General Network Reviews (GNR)
  • Regular Equipment Audits
  • Non-inclusive Engineering Time Rate - £50/hr

Support Hours (Helpdesk) Monday – Friday 08:30 – 17:00 Excluding Holidays Extended Hours Support Available at additional cost

Gold

  • Online management portal
  • Telephone Assistance for Break-fix Support
  • Remote Control Break-fix Support
  • On-Site Break-fix Support
  • Call Outs
  • Workshop Repair Labour
  • Third Party Liason
  • Includes Support for all network peripherals
  • Server Administration
  • Initial Site Audit
  • Quarterly Review
  • Proactive Monitoring and Alerting
  • Regular Network Topology Mapping
  • Regular General Network Reviews (GNR)
  • Regular Equipment Audits
  • Non-inclusive Engineering Time Rate - £50/hr

Support Hours (Helpdesk) Monday – Friday 08:30 – 17:00 Excluding Holidays Extended Hours Support Available at additional cost

IT Support Packages

Bronze

Silver

Gold

Online management portal

✔

✔

✔

Telephone Assistance for Break-fix Support

X

✔

✔

Remote Control Break-fix Support

X

✔

✔

On-Site Break-fix Support

X

X

✔

Call Outs

X

X

✔

Workshop Repair Labour

X

✔

✔

Third Party Liason

X

✔

✔

Includes Support for all network peripherals

X

✔

✔

Server Administration

X

✔

✔

Initial Site Audit

X

✔

✔

Quarterly Review

✔

✔

✔

Proactive Monitoring and Alerting

✔

✔

✔

Regular Network Topology Mapping

✔

✔

✔

Regular General Network Reviews (GNR)

✔

✔

✔

Regular Equipment Audits

✔

✔

✔

Non-inclusive Engineering Time Rate

£50/hr

£50/hr

£50/hr

Support Hours (Helpdesk) Monday – Friday
08:30 – 17:00 Excluding Holidays
Extended Hours Support Available at additional cost

Bronze

Silver

Gold

Please note Virus outbreaks are not covered by all-inclusive support due to their nature.

Virus removal service will be capped at a maximum of £85 per device. We cannot guarantee recovery of data.

If you’d like to know more…

CONTACT US TODAY

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