Why Choose Us For IT Support

Here's 10 golden reasons why we think NetCare HelpDesk are well-placed to be your new stress-free IT support provider:

We Have Different Service Plans Defined

Providing IT support to different businesses is definitely not a case of one size fits all. Some companies want to use IT support providers on an as-required basis, others make a business decision to get outside help for all issues. Both are valid strategies, and any IT support provider who is serious about providing the right support levels to their customer base will have a range of plans (at least 3) to offer you.

We Have a Formal Agreement Document That Defines Exactly What We Do and What The Cost Is

Like most things in business these days, there is too much at stake to rely on a handshake with your new IT support provider. They need to have a plain English written agreement that precisely identifies the scope of the services and the costs for those services. You also need this Agreement to include a confidentiality clause as you are effectively handing the keys of your business secrets to an outsider. And finally any Agreement you sign needs to be fair to both parties – not heavily slanted in the provider’s favour (unlike, say, most insurance, utility and telco contracts).

We Have Relevant Tertiary Qualifications and CURRENT Microsoft Certifications

The IT profession is unlike most others as it has no mandatory accreditation system. For example, organizations that provide engineers, architects, lawyers, dentists, doctors and accountants are regulated to protect their client base from receiving sub-standard or unqualified services. You need to find a provider who’s entire technical team is qualified with some form of IT tertiary qualification. And because the IT industry does not stand still, it’s important that your new provider keeps its staff up to date by investing in their ongoing education with current Microsoft certifications (warning - Microsoft certifications that include the phrases Windows 2000 and Windows Server 2003 are NOT current!).

We Have Multiple Staff on Hand to Provide Both Quick Response Times and a Wider Spread of Knowledge

The most common reason we get new clients is because the previous IT support provider was a small one-man-band consulting firm. Or they were relying on someone who was supporting their network on the side (moonlighting). By doing this they think they are saving money because these individuals typically charge less than established IT support firms. The challenge comes when they can’t respond to your emergency or complete your project on time or provide support on your new solution because they have too many clients, they don’t have enough time to keep up-to-date, they get sick, and they go on holiday. Many go out of business because they can’t make enough money, leaving their clients high and dry.

We Have a HelpDesk System in Place to Provide Your IT Support

It’s one thing to have a guru who just jumps in and starts “fixing” your problem. And it’s another thing completely to have a systemized approach to recording the details of your requirements, recording the actions taken to resolve the issue, and following through to ensure the task has been completed to the client’s satisfaction. Every IT support provider – big or small – must have an industry-recognized HelpDesk software system at the heart of their service delivery operation. A system that adheres to the ITIL standard and that integrates into your monitoring and remote access systems will provide ongoing efficiency, consistency and reliability.

We Monitor Networks Continuously so That Issues Can be Fixed Before They Become Big Problems.

Every IT support company likes to use the phrase “we’re proactive, not reactive”. The big question is how do they achieve that? Most IT support guys simply use a range of cheap ad-hoc tools to monitor a few client sites. We utilise a comprehensive range of tools that are integrated into our NetCare Live solution to monitor everything about your network, including internet access, network performance, server uptime and so on. This allows us at all times to keep track of what is happening on over 2000 computers at over 100 different client locations.

We Absolutely Promise to Check That Your Backups Worked EVERY Day

Checking backups every day for a week for one client is easy. Checking backups every day FOREVER and for multiple clients requires a procedure, a checklist, an audit process, the right checking tool and sufficient trained staff to cope for absences. Actioning this vital process takes a company-wide commitment to do the right thing and check client backups EVERY day, as promised.

We Provide a Clear and Concise Report Every Month on the Health of Your System

As well as having all your day to day issues resolved in a timely manner, it’s also very important to know whether your system is ticking over smoothly and that there’s not a big problem looming. We achieve this by using our comprehensive software solution - NetCare Live (powered by Kaseya) to provide all our clients with a regular report on the health of their network. This report is automatically generated (no “manual adjustments” allowed!) and distributed on a monthly basis. This Executive Summary report clearly shows a colour-coded health score marked out of 100 and is based on the measurement of a number of different system factors This ensures the score displayed is an accurate representation of your system's health.

We Provide Fixed Price Quotes For All Our Work

A lot of IT support providers still base the price of their services on an hourly charge-out rate. The big problem with this method is the potential for a slow, poorly trained beginner to cost the customer more money to fix a problem than a quick, well-trained IT expert. We firmly believe that you not only want your problems fixed quickly by experts, but you also want to know up front what the cost is going to be. We inform our clients EVERY TIME how much it’s going to cost to perform the work before the work is started – whether it’s a small issue or a major project. And we are happy to provide all our clients with our fixed price schedule of services.

We Encourage You to Perform Reference Checking With Our Existing Clients

We are proud of our service levels and the number of years that many of our clients have renewed their NetCare Agreements with us. We have multiple client testimonials for you to read through, and we actively encourage you to make contact with our clients to double-check that what we're saying about ourselves is true.