A Direct Line To Support
That’s right. No receptionists or call handlers will prevent you from contacting our support desk. Instead, you get a direct line to the IT team, so you can speak to someone straight away.
Our average call wait time is less than 2 minutes. If you decide to log a call with us online or by email, then we promise a 1-hour response time, although in reality this normally takes 30 minutes max.
Dedicated Support Engineers
Unlike smaller IT companies, we don’t mix and match the responsibilities of our team. We have a fully staffed IT support desk that focus entirely on answering customer calls and resolving queries and issues.
That team is supported by a field service team to provide onsite IT support, proactive support team and an installations team. So even when we’re busy in other areas your support ticket will never be ignored.
System Critical Issue Escalation
Sometimes IT goes wrong and when it does, it’s critical for you business that issues are resolved quicker than ever.
If something serious happens that stops your business working, your ticket will be instantly prioritised. Our managers and directors will be informed and we’ll start working on the issue straight away, and we won’t stop until we resolve it and you’re back up and running.
Managed and Monitored Tickets
The process of managing support tickets and allocating them to our engineers in an efficient manner is a vital component in the high quality of service that we offer.
Ticket volumes are measured in real time so that workload is balanced between engineers. A simple two-tier support split, allowing us to escalate issues within the team, we can quickly get the right people allocated to the right jobs.
Highly Accredited Engineers
The quality of support provided is directly related to the technical ability of our staff, which is why, as a minimum, every one of our IT support engineers is Microsoft accredited.
From there, we specialise engineers in key IT areas, so a team of experts covers everything from servers to operating systems, Office 365, cyber security, connectivity, and phone systems.
A Personal Service
To ensure that you have a dedicated point of contact within The HBP Group, we assign you an Account Manager who oversees our support contracts with you. All of our account managers have a huge amount of experience in the IT industry and have all worked in a technical capacity, so they understand IT.
As well as providing regular updates, statistics and reviews of our performance, your account manager will also help you with anything else you need from us.
Managed Services
A hassle free solution for both reactive and proactive IT support to ensure your systems are kept up and running.
Microsoft 365
We offer software, set up and installation with consultancy, end user training and support options.
IT Installations
Choose from a range of on premise, cloud and hybrid solutions with planning, consultancy all fully documented.
Cloud & Hosting
Cost effective and secure cloud storage solutions for SME’s including hosting at 2/3 of the cost of azure.
IT SUPPORT SUCCESS STORY
AP Robinson Case Study
AP Robinson looked ahead to consider their expansion over a five year period and wanted to ensure that they had a futureproof IT strategy to deal with this.
To continue to offer their clients the best levels of service, more was needed, so we stepped in to help.
"As well as being friendly, helpful and courteous, they work quickly, and speed is important to us. We have to have our systems up and running all the time"
Andrew Robinson
AP Robinson
Reactive VS Proactive IT Support
What’s the difference?
Reactive IT support focuses on repair, our customers report the issue to us and then we fix the issue. Our IT support desk service provides the fastest response times possible. With more IT engineers than most IT support companies have staff, at The HBP Group we average response times of less than 30 minutes and fix times of under 2 1/2 hours – well below industry standards and a level of performance which leads to a 99.7% satisfaction scores from our customers.
Proactive IT support means that we actively look to prevent issues. Our Proactive Support enhances our Reactive Support with additional monitoring and update services from our team of expert IT engineers. As well as providing support for any issues that may occur our team will proactively monitor your system, resolving any issues they find as they go, as well as apply the latest patches and software updates to prevent future problems occurring at all.
Both services are offered as part of our Managed IT Services
info@thehbpgroup.co.uk
01482 423910
