IT SUPPORT

 

Your IT Safety net

 

Shadowfax delivers the right level of IT support to suit our clients’ needs, whether that’s a fully-outsourced IT support function for organisations with little or no internal IT resources or a cherry-picked collection of services to bolt onto your in-house IT team. We have passion, experience and expertise and are able to service entire business networks from first line end-user support to IT strategy & planning. Our Support Plan services can include remote & on-site break/fix support for your hardware & software across PCs/laptops, servers and mobile devices.

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The human touch

Helpdesk Support

Helpdesk Support
You can log IT Support tickets 24/7. The helpdesk is manned from 8:00am-6:00pm, Monday to Friday, during which time you can speak directly to an engineer who will start looking into your issues straight away - no robots!

 

Ticket Management

We take full ownership of your support tickets. All tickets are logged and updated through our central system providing live feedback to end-users on their reported cases. From your tickets and our monitoring we deliver quarterly reporting & advice on your systems performance and our service level.

On-Site Support

Our team of engineers also deliver break-fix support, maintenance and installation services on-site in Bishops Stortford at a time convenient to you.

Remote Monitoring

We monitor the stability and activity of your systems 24/7 and deliver proactive maintenance in effort to increase performance, reliability & efficiency.

Engineering Team

Our friendly, qualified & experienced team of engineers deliver our remote helpdesk services & on-site repairs / installations / maintenance.

Account Management

You will receive dedicated support from our account management team. From sales & consultancy to on-going strategy your account manager is on hand to ensure your expectations are exceeded.

It Foresight

From our quarterly reporting and our understanding of your systems we’re able to deliver our ‘Foresight’ Plan, designed to help you understand where improvements could be made to your existing infrastructure and capture future industry developments that would be useful to your business.

Change Management

Unlike many of our competitors, we also support your user change management needs within your plan.

On-boarding

We operate a thorough on-boarding process that enables us to fully understand all of your hardware, software & systems in place, while getting to know the members of your team.

 

Our packages

 

Although we know each business has different needs, we have put together our most common support packages so you can get an idea of the support we can offer.

 

 

 

We can also tailor packages to suit particular needs. Please call if you would like to talk about a slightly different mix of services/products and we will be happy to help.

Platinum

Enables businesses to sit back and relax whilst we take care of all your IT requirements.

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Gold

A fully-managed outsourced IT helpdesk with a few useful added extras.

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Silver

Unlimited report support and 2hrs onsite support/mth, as well as annual asset reports.

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Bronze

Everything you need to support up to 10 users with unlimited remote support from our helpdesk.

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ABOUT US

 

Your trusted IT partner

 

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CASE STUDIES

 

Real life solutions

 

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IT Support

Shadowfax delivers the right level of IT support to suit clients’ needs, from fully- outsourced to a cherry-picked collection of services to bolt onto your in-house team.

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Cloud Services

Whether your business needs complete cloud, or more of a hybrid cloud approach, we’re here to support any requirement from end to end.

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Backup & Recovery

We offer secure platforms for complete data backup and server imaging with managed monitoring and recovery.

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Professional Services

Whatever your active or future project demands are, we have the expertise, certifications and experience to provide you with the consultancy you need.

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Data Security

We offer a variety of solutions for professional data security practices to suit all requirements and budgets.

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Comms & VoIP

Shadowfax can deliver and manage a range of telephony, VoIP & communications solutions from analogue telephone lines to fibre-leased lines.

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Hardware & Software

Shadowfax supply a comprehensive range of hardware & software solutions ranging from end-user devices such as PCs & tablets to servers.

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Essential Infrastructure

We supply the back-bone IT infrastructure that allows us to deliver competitive, cutting- edge solutions for security, networking and wireless.

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