Business IT support on tap
Our IT support services are fundamental to everything that we do.
We have dedicated, knowledgeable, and professional engineers available to support you and your business, when you need it. From providing a helpdesk service for your users, to working with you on delivering IT projects and upgrades, through to offering you advice and help in planning a road map for your IT future, our team have got it covered.
We also recognise that often, IT issues require immediate attention and resolution, before they impact your business and productivity. Our engineers will take ownership of the issue and see it through to resolution. Sometimes the answers aren't straightforward or obvious, but we love a challenge, and have a wealth of experience.
We'll get to know you, your business and your users
First-class business relationships are built on knowledge and trust. Our team are ready to learn all about your business, how you like to work and the challenges you face with IT. Regular face-to-face meetings help us to plan and deliver the IT support and management services that will make sure your company has a competitive edge.
Our highly-skilled and friendly IT engineers will always own an issue when it arises. Although we follow the principals of first, second and third line support levels, your allocated engineer will always be the first point of contact for a problem and will see a support request through to a satisfactory resolution, and provide feedback where required.
Remote monitoring and proactive remediation
With our remote monitoring services we'll often know you have a problem before you do. With real-time information fed back to our centralised management console and triggered email alerts - issues like stuck updates, unsupported software or out-of-date anti-virus will be picked up and fixed by one of our team.
We will also provide remote connection software to all our customers as part of the monthly fee. This allows our engineers to connect to machines quickly and easily, and provide remote support there and then.
Site visits are included*
Sometimes a problem crops up that can't be solved trough a remote connection. Engineer site visits are included as standard with your monthly support package. We won't charge extra for coming out to see you - even if the solution takes multiple visits.
Our engineers carry the gear they will need for troubleshooting so the majority of on-site issues can be fixed straight away. If you'd like some feedback on what caused a problem and the steps taken to solve it, our team will be happy to discuss this with you before they leave site.
*Out-of-hours site visits may incur additional charges but these will be discussed with you prior to any visit.
For larger IT projects, upgrades and hardware roll-outs
On the odd occasion - you may want to carry out larger scale IT projects. This might include new servers, migration to cloud services or hardware roll-outs. We will work alongside you and your team to plan and deliver business IT transformations and make sure that we maximise the benefits of change.
Our expert senior engineers can attend meetings, assist with project timelines and resourcing and be on-site to either carry out the work required or oversee subcontractors and provide floor walking services to make sure staff are set up and ready to go. We can source hardware and software as required and make sure that your project delivers on-time and within budget.
You don't even have to have a support contract with us to take advantage of our IT project delivery expertise. Even if you have your own IT department - we can be part of your IT project team.
"We have been working with Clearwater IT since Catsci was established back in 2010. They have really helped us to manage our IT systems as we have grown, and continue to provide a brilliant service to the business."