IT support
Our approach to supporting your business is proactive and security focused. Through our operations centre, we monitor detailed insights of how your computers perform, and optimise, secure, remediate and maintain – automatically.
Desktop support
Our first line support team will maintain your desktop environment, ensuring all your machines are up-to-date and troubleshooting any hardware or software related issues that your team are experiencing. We can even support your employees remotely by connecting to their machines, avoiding unnecessary engineer call-out fees.
If you’re struggling to setup your desktops or laptops, we can help with that too. We’ll take care of any software installations you require and ensure all the latest security updates are in place.
Why choose DuoCall for your IT support?
Our certifications and partnerships
We work hard to make sure we’re certified in as many areas as possible. Not only does this mean we have great training, it also gives you confidence in our abilities as an IT support provider.
Network maintenance
Keeping your network up and running is essential when it comes to productivity. Our experts and solutions architects will maintain your network by regularly assessing the suitability of your hardware and software, ensuring your infrastructure is up to date and your network is operating at peak performance. And if you have any trouble, our technicians are well equipped to fix any issues quickly and efficiently, reducing unscheduled downtime.
Patch management
Cyberattacks often occur as a result of hackers exploiting vulnerabilities within your out-of-date systems. All businesses should ensure that their hardware and software is up to date to reduce their risk of falling victim to new and emerging cyber threats and zero-day attacks.
At DuoCall MSP, we’ll proactively monitor your desktop estate for vulnerabilities and apply the relevant patches as soon as they become available. Don’t let your hardware and software put your business at risk; our expert IT support team will take the stress of patching your systems away from your internal teams, ensuring your systems are always safe and compatible with your day-to-day operations.
Autonomous fault resolution
Our team can detect and fix most issues without requiring any user interaction. We’ll proactively monitor your network, report on what work has been done, and make recommendations based on issue patterns.
Product specialists
IT and communications is a fast-moving industry with many moving parts. Here at DuoCall MSP, we understand that no one person is an expert at everything. That’s why we have invested in developing product specialists. Our product specialists are experts in their particular field, giving you a trusted point of contact for all your technical questions and project discussions. So if you have a question regarding managed network solutions, SonicWall firewalls, mobile device management (MDM), hosted telephony or any other DuoCall MSP product or service, rest knowing we have the in-house knowledge to support you.
Incident response
When IT problems occur, acting fast is important if you want to recover essential data and keep your business moving. With a DuoCall MSP IT support package, our team are on-hand to diagnose and remediate your IT issues should anything go wrong. So whether a non-critical solution drops offline, or if your company-wide operations grind to a halt, we’ll get your business back up and running in line with our predefined Service Level Agreements (SLAs).
Our case reporting and incident response system ensures that your cases are logged quickly, and that the right level of attention is given to them. After all, our focus is to reduce unscheduled downtime and maintain employee productivity across your teams.
Our Service Level Agreements (SLAs)
| Severity | Description | Target response time | Target resolution time |
|---|---|---|---|
| P1 | Production business system or service failure causing impact to multiple users or customer experience. | 30 minutes | 2 hours |
| P2 | User unable to perform job role without workaround or circumvention. | 30 minutes | 4 hours |
| P3 | Non-critical loss of functionality to a system or application. | 60 minutes | 1 working day |
| P4 | System change request, implementation or deployment. | 60 minutes | 2 working days |
Request a free IT consultation
We understand that managing and maintaining your IT services can be a complex and challenging task. Request a free, non-obligation consultation with our team of specialists and we’ll audit your existing setup, offering our expert advice and making informed recommendations based on our findings.
