QUESTIONS AND ANSWERS
CHOOSE YOUR SERVICE
IT SUPPORT
What Areas do you cover?
We can supply our support services in London, Hertfordshire, Essex, Bedfordshire, Buckinghamshire, Oxfordshire, Surrey, Kent and Berkshire.
Are you expensive?
We would like to think that our hourly, daily and contract rates are reasonably priced and add value to your business.
Our contracts have added value items such as our on-site server backup systems (in addition to your own), full hardware and software support and low cost firewall and anti-spam options.
Why not get a support quotation by visiting our instant online calculator
How do you deal with support issues?
All support calls can be logged via our web based helpdesk, phone or email. These calls are first prioritised and then dealt with quickly and efficiently. We will have initially setup fully secure remote access facilities to each of your systems as we can deal with 95% of issues remotely. If the problem cannot be dealt with remotely we will dispatch an engineer to deal with the problem. We will also order any parts that require replacing (at our cost) and fit them.
We also have a proactive maintenance program which is done out of hours to look for support issues and ensure items like your anti-virus and backup systems are functioning perfectly.
Do you cover third party specialist applications?
We cannot cover something like a specifically designed database directly, but will give all the assistance and expertise necessary to help resolve any issues and liaise with your Software Company or programmers as needed.
We also make sure all software is fully backed up and restorable at any time.
How do you charge for support?
We charge an annual fee which is payable quarterly and allows an unlimited number of calls to be logged as long as they fall within the scope of our contract.
Why are you different?
We are proud of the capabilities and expertise we have learned over the years and are well placed to add this expertise to your business. Dedicated engineers will be assigned to your site and their goal will be to get to know both your systems and your staffs needs intimately.
We have also learned that trust has an enormous part to play in business and so we offer a fully fledged, free 14 day trial of our support service to any business with 5 or more systems, with absolutely no strings attached.
Can you offer a "remote only" support service?
Yes, our sister company myremotesupport.co.uk are able to undertake projects on an hourly or fixed fee basis, and offer a guarantee on all the work they provide.
HOSTED OFFICE
WHAT IS HOSTED OFFICE?
Imagine your work PC with all your usual business applications, your Microsoft Office programs, plus all the documents, and data that you share with your colleagues saved on the network. Then imagine being able to take that PC anywhere in the world and continue to work with your applications and shared data, any time you choose – that is the power of a Hosted Desktop.
When you update your databases or edit documents your changes are immediately seen straight away by your colleagues sharing the same Hosted Office environment.
Contact us today and we can connect you to one of our demonstration servers to experience our Hosted Office in action.
WHAT ARE THE BENEFITS OF HOSTED OFFICE
Hosted Office is based around Remote Desktop Services which is a well-established technology platform. The benefits of moving to Hosted Office include:
- Use almost any device from practically anywhere
- No need for a physical office or your own servers
- Cost effective and a money saver – only pay a single monthly fee
- Accessible, flexible and scalable: the service can flex up and down depending on your requirements
- Reduced data loss and greater security
- Increased productivity
- Reliability
HOW OFTEN DO YOU RUN BACKUPS?
We backup your data every 2 hours and retain the last 30 days backup as standard.
This can be increased to almost any limit subject to an additional cost.
IS MY DATA SECURE?
Your data security is our highest priority.
We use SSL encryption and enterprise-grade online protection, and distribute backups to multiple locations’ for total security.
Our UK only data center’s are ISO27001 and PCI DSS certified and accredited.
CAN YOU RESTRICT STAFF ACCESS TO CERTAIN DATA?
Yes, we are able to restrict access to certain data and applications as per your requirements.
WHAT GUARANTEES DO YOU GIVE FOR SERVICE UPTIME?
Our Service Level Agreement (SLA) provides a guaranteed minimum of 99.9% availability, with service credits equivalent to twice the downtime given if this is not met.
IS USING HOSTED OFFICE BETTER FOR THE ENVIROMENT?
Definitely! we are very conscious about our environment and we use responsible solutions that help reduce our environmental impact.
Compare this to the energy consumed by a typical office who need to run their Servers 24×7 in addition to the energy eaten up by air conditioning units. Combined usage of energy makes for a more efficient but less impactful drain on the environment.
WILL WE SAVE MONEY MOVING TO HOSTED OFFICE?
Yes! For each physical server that is no longer required in your office, we have calculated a saving of approximately £155.00 per annum.
This figure does not take into account any additional savings that can be made on maintenance, support and infrastructure costs.
Several of our customers realised they no longer require a physical office after moving to Inetix’s Hosted Office solution, thus making a huge saving in their budget without any reduction in their services.
CAN YOU HOST ALL SOFTWARE APPLICATIONS?
Most applications can be run on our Hosted Office platform, therefore as long as the application has a valid license and is supported by its publisher, we can generally host it for you.
WHAT IF I AM NOT A UK RESIDENT?
No problem, our services can be provided to anyone, in almost any country.
CAN I ACCESS YOUR SERVICES USING MY MAC?
Yes, a small (free) application is required for your Mac.
We can advise how to obtain this application and assist in setting it up for you.
I HAVE INADVERTENTLY DELETED SOME FILES; CAN YOU HELP ME?
Our support team will happily assist you in restoring your files from the most suitable backup date and time.
WHAT IF I HAVE A PROBLEM?
Your problem is our problem.
Contact our Support Team and we will talk things through and work out at a solution to resolve the issue.
HOSTED EXCHANGE
WHAT ARE THE BENEFITS OF HOSTED EXCHANGE EMAIL?
Hosted Exchange is the ideal email solution for SMEs who want powerful, reliable email, but don’t want the headache of running their own email servers in a fixed office location.
CAN I KEEP MY CURRENT DOMAIN AND EMAIL ADDRESSES?
Yes of course, there is no need to change your current email address or domain name and we can even help to import your existing email into your new mailboxes.
Our support team will help you every step of the way to setup and transfer your Hosted Exchange account.
DO YOU BLOCK INBOUND SPAM EMAIL?
Yes. Our spam filters will block over 99.5% of spam and virus emails – providing you with peace of mind and added reassurance.
DO YOU SUPPORT MOBILE DEVICES?
Yes, our Hosted Exchange is accessible on most handheld devices including: iPhone, BlackBerry, Google Android, Windows Mobile and other smartphones.
Hosted Exchange also works perfectly on most laptops, tablets, Apple Macs and desktop PCs.
WHAT IS THE MAXIMUM SEND\RECEIVE SIZE?
The maximum size for sending any message including attachments is 50MB on our shared service and 100MB on our dedicated service.
The limit on the dedicated service can be raised on application.
CAN I SEND BULK ‘MAILSHOTS’ ON YOUR SYSTEM?
No. We do not offer a bulk email service. To avoid blacklisting and other anti-spam safeguards, please use a dedicated bulk mailing service.
I AM HAVING SEND OR RECEIVE ISSUES, CAN YOU HELP?
Our support team is on hand to advise and resolve any email related query.
VIRTUAL SERVERS
CAN I POWER OFF AND ON MY VIRTUAL SERVER?
Yes, via a secure web console we provide the ability to power off and on your Virtual Server if required.
