On-site Technical Support Services
To reach an on-call technician please call (01633) 665522
SWCR on-site technical support staff continuously train to stay on top of new technology solutions as they are developed. All to provide efficient on-site computer repair regardless of the clients current infrastructure or issue. Our services are provided to both business and residential clients and our rates are kept competitive while the support we provide exceeds our competitors.
Our solutions range from installing and supporting VPN’s (Virtual Private Networks), Routers and Switches, the set up and management of WAN’s (Wide Area Networks) and LAN’s (Local Area Networks. We also supply, configure and repairs a wide range of desktop hardware complete with operating systems. Range includes, Fijitsu, Lenovo, HP, Dell and many more.
Remote Support
Unlimited remote support during office hours (8:30 to 5:30 Monday to Friday)
Users can contact us via email, telephone.
Our support engineers use a remote access service which allows them to connect
to the problematic systems, and apply fixes and updates without having to make an onsite visit.
Service Level Agreements (SLAs)
15 minute response to support requests.
4 hour resolution target to support requests.
8 hour target when a fault cannot be resolved remotely and on-site presence is required.
Software Support
Software troubleshooting for standard Microsoft Products. This includes availability and
connectivity of the following:
- Microsoft Server products
- Microsoft Desktop Operating Systems
- Microsoft Office Suite
Excludes user training and advanced configuration.
Third party Applications
Time saving third party software application support; use this in conjunction with your
external software support agreements to remove yourself as the middle man when issues
arrive. Exclude the blame culture by having South Wales Computer Repairs liaise directly with your third party providers, ensuring speedy troubleshooting and resolution of software issues.
Project Work
As a contract client you will be entitled to preferential project work rates. Project work
is scheduled remote or on-site work which is not a support issue. It involves the change,
configuration or development of the network. The following items are classed as project
work:
- Group policy changes
- Installation & configuration of hardware and/or software
- Server replacement
- Office moves
- Configuration of software
- Architecture redesign (e.g. routing changes, domain changes)
- Auditing
- Disaster recovery planning (offsite backups)
- Penetration testing
Peripheral Devices
All standard network equipment is covered for troubleshooting, configuration and availability
including printer, scanner, fax, access points, UPS, backup devices. Separate cover is available
for:
- VPN installation/maintenance
- layer 2 and layer 3 switches
- Backup (remote or local management)
- Router
- Firewall
Pre-Existing Issues
South Wales Computer Repairs will support pre-existing issues with your network subject to our Fair usage Policy.
