Server Management

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Our support services are designed for either customers who don’t have an expert in-house IT support function, or those that wish to compliment their existing teams.

Overview

With ZipTex's support services we can manage day-to-day IT systems, provide long-term advice regarding IT-related business issues, proactively preventissues occurring and deliver exceptional value.

 
How do we do it? These are just some of the features that we believe makes our service unparalleled:
 
  1. Superior time-to-fix – our unique systems expedite problem resolution.
  2. 24/7 coverage - no matter the time, day or night, a ZipTex engineer is available when you need them.
  3. Proactive management - using our own advanced monitoring system, we can prevent issues before they affect you.
  4. Focus on customer-satisfaction, not just technology.
  5. Transparent - online reports on every aspect of our service-delivery including telephone response rates, SLA adherence reporting, server monitoring, and utilisation statistics.
  6. Highly trained staff - not just in technology, but sector specific competencies and customer services.
  7. Flexible service offering - tailored exactly to your business needs.
  8. Competitively priced - with real-time reports demonstrating where and how we deliver value.
  9. And a range of complementary services and expert partners to meet all the demands of dynamic businesses (see our "List of Services" on the left)

 

ZipTex is passionate about enabling customers to focus on their strengths; confident in the knowledge that their IT systems will reliably support them and their colleagues in their business pursuits. This has been our focus for over ten years and we believe we've become quite good at it.
 
If you are serious about getting value from your current IT systems, or you're looking for ways to keep your business ahead of the competition, you will be amazed at how ZipTex can help. Let's talk results. 
 

  

The Service

ZipTex Server/User support are delivered by a dedicated team of Network engineers, providing telephone and remote support via our industry acclaimed support tools. This team is augmented by a highly qualified team of Field Engineers who visit client sites as scheduled or as need be, depending upon the client's needs.

 
Some clients opt for an All Inclusive contract, in which monthly fees are fixed. Others opt for Variable Rate agreements, where fees vary according to demand and usage. Overall, we aim to offer flexibility.
 
We tailor individual support agreements to suit individual clients and their organisational requirements.
 
Some want regular on-site visits included. Others do not. Some want our engineers to have remote access to user's machines. Again, others may not need this facility.
 
All ZipTex engineers are trained to communicate effectively with individuals at all levels of technical understanding. And engineers also help to identify individuals who may need IT-related training, that would improve their individual effectiveness and productivity. 
 
 

 

Approach

Above all, we recognise that supporting people is as important as supporting technology. We believe passionately in the importance of quality people, delivering a human-to-human service:
 
  1. All calls are answered by qualified Service Desk engineers. We do not employ “call-loggers” whose only job is to take a message.
  2. We resolve 75% of problems in 30 minutes or less.
  3. Our Client Management System puts critical client information at the fingertips of every engineer answering a call or dealing with a client problem.
  4. We have systems in place that ensure that the right engineer is allocated to the task in question.
  5. Our extranet offers clients proactive updates and real time tracking of live support issues.
  6. Engineers can be scheduledto the clients convenience not the other way round.
  7. Clients are given the option to feed back personally on all interactions, and this feedback directly impacts on engineers' monthly pay.
  8. We help to identify user training requirements for our clients, increasing productivity and helping to minimise ongoing support costs.
  9. The ZipTex platform delivers comprehensive user-friendly reports for clients wishing to analyse their IT and support needs and our performance.