IT Support and Services

We aim to give the most comprehensive and efficient support possible

Our helpdesk resolve any issues that arise and prevent many issues through monitoring and maintenance – our proactive approach to support. The helpdesk - a live technical reference for questions and answers, not just for support when things go wrong.

Using remote access technology – within seconds we can see what you see and take over control of your keyboard and mouse.

We hope to prevent most problems occurring in the first place – saving us time but also ensuring you can get the most out of your working day.

Having Atlantic IT support is like having an uber-friendly resident IT health technician.

We’re there for the day-to-day care whenever you need us, but we’ll also check on your medium to long-term IT health without you even asking us to.

We will monitor your system remotely, 24-hours a day and once a year we will diarise an IT health check to ensure that your system is still operating to maximum efficiency.

• Unlimited telephone support
• Unlimited remote support
• 24-hour system monitoring
• Server management & maintenance
• Ongoing computer maintenance
• Support for printers & networking equipment
• Backup management
• Virus removal
• Warranty management
• Annual system audit and security assessment

Our standard support contracts operate from Monday-Friday, 8:30am – 5:30pm. You can extend hours at additional cost, right up to 24-hour support if you really need it. Most people are comfortable with support during office hours, safe in the knowledge that they can still get someone out-of-hours.

Call the helpdesk as normal, on the usual number, and the phone will still be answered by a human being.

Honestly, our out-of-hours team doesn’t have technical knowledge but they do have the power to put your call through to someone who does.

Out-of-hours support is chargeable in addition to your contract.

There are some things that just cannot be done remotely. With our outsourced IT support everything done remotely is covered. If you need someone to come out to you on-site then there’s no call-out fee in inner London, Kent and Sussex (our three IT support offices), and just an hourly charge for the time we’re with you. We give you the option of rolling a specific number of visits into the cost of the annual agreement. If you want to see a technician monthly, quarterly or annually, we will provide the support to suit you.

We will install software on each server and computer that we support for you. This sits in the background and reports to us – lots of very technical information that is useful to the technicians diagnosing any problems. We can securely take remote control of your computer. We can perform many IT support tasks without bothering you.

If you’re worried about privacy, there’s no need. All of our technicians are DBS checked (previously CRB).

Calling with a problem is only the first step, but you really need to know what the next steps are and how long the problem will take to fix.

Our initial response time is fixed - if you call us and don’t get a technician, a technician will call you back within 15 - 30 minutes; if you email your issue to us the initial response will be within 30 - 60 minutes.

The expected fix time can vary depending on the type of issue and how severe it is.

Urgent / 2 working hours / An issue that prevents one or more users from working.

High / 4 working hours / An issue that allows one or more users to work in a limited capacity – usually with facilities unavailable that have no alternatives.

Normal / 8 working hours / An issue that does not hinder a user’s work and is usually just an inconvenience or nuisance. Sometimes this can include having temporary workarounds in place.

Low / 40 working hours / Atlantic only specify ‘Low’ for regular maintenance issues, most of these issues are specified as ‘Low’ by the client.

We will always aim to fix an issue as quickly as possible but you should allow us up to the maximum fix time as a ‘worst case scenario’.

It should also be noted that in the case of a complete system/server failure the Disaster Recovery Plan will apply instead.

You can bring anything to our attention by calling the helpdesk directly, our online portal, or emailing us. In your agreement pack we will send you wall charts and keyboard stickers so ayour staff have our contact details to hand.

Our ticket system is where we log all issues, questions and tasks. You will receive updates by email or phone from the technician assigned to your ticket.

Open tickets: A ticket in this state is with us, it is waiting on our technicians for the next action.

Pending tickets: If a ticket is still pending after a couple of days, we will send you a gentle reminder that we’re awaiting a response from you:

If after a few more days we haven’t had a reply we’ll advise you that we’re closing the ticket:

On-hold tickets:These tickets are waiting on a third-party. We will chase third-parties regularly on your behalf until we get the response we are waiting for. We will keep you regularly updated by email or phone. If there is no response from a third party for 3 days or more a helpdesk manager is notified.

Solved tickets: When the technician closes the ticket as solved, the final paragraph will be slightly different on the email received so it is clear that this has happened and provides you with the opportunity to let us know if the issue isn’t actually solved:24 hours after a ticket is set to solved, we may email you asking for your feedback, this takes just a single click and we appreciate your time in providing us with this valuable information:
You will have the ability to add a comment to your response.

Closed tickets: Four days after being solved, a ticket will change to a status of closed. Once closed a ticket cannot be reopened but a follow-up ticket will be created instead (automatically) that references the original ticket so that all information about the call is readily available.

Everyone in your organisation can manage their tickets through our online portal. You can also nominate managers who can see all tickets in your organisation. Our simple online portal gives you visibility of everything going through our ticket system.