Initial Audit and Proposal

Following your enquiry, one of our senior engineers we will arrange to visit you at your premises to discuss your IT support requirements.  The purpose of this meeting is to identify whether we can provide you with a valuable service.

Following this discussion, if appropriate, our engineer will conduct an Initial Audit of your computer systems.

The Audit Report will provide you with a list of observations, considerations and recommendations to improve your computer systems. 

Network Diagram (Example) 

Inventory (Example)

Based on the results of our initial audit and information we have gained from our discussions with you, we will provide you with a service proposal based on a number of support hours per year.  Typically:

Service Delivery

Customers can log incidents in any one of the following ways: 

Telephone - 0845 680 1014

Your call will be answered and logged by one of our computer engineers ensuring that all details are accurate and the problem is understood.

Online Service Desk - http://servicedesk.yellowgrid.co.uk/

You will be provided with a unique login allowing you to view, create and update any incidents logged for your company. You can even access historical problems that have been logged and view their details.

Email Service Desk - servicedesk[at]yellowgrid.co.uk 

Named contacts can also log new incidents by simply emailing servicedesk[at]yellowgrid.co.uk. The email will be automatically converted into an incident and our Engineers will be notified.

We set internal Service Level Agreements (SLA) that require us to respond to support calls within 4 hours. The following are the methods we use to provide support:

 

	Telephone Support	Preferred for advice and guidance
	Remote Support	Preferred for straight forward solutions
	Onsite Support	Preferred for troubleshooting and project work

 

 

Reports

At the end of each month you will receive a report summarising all Incidents logged for that month for you to review. 

Whilst onsite our Consultants will provide information and guidance about areas of the business that might improve through the introduction or development of new or existing systems. Improvement projects will be discussed, agreed and carried out on a scheduled basis. This is where we can really make a difference to your business.

By listening to your ideas, we can often facilitate the systems that help achieve your business goals.