Telephone & Remote Support

For customers looking to add a second tier of support to their current infrastructure or for clients who simply need a support contract to outsource the headache of IT support; Bramatt Computing can help.

Bramatt’s standard helpdesk support contracts operate Mon-Fri 09:00 – 17:30; with the option for out of hours and weekend support available upon request.

All helpdesk support calls are logged within our internal tailored helpdesk software and a fault call reference number supplied. The option for logging calls either via the telephone or via email are available. Once your call has been logged on our helpdesk, an engineer will respond within your SLA timescales and assist with resolving your issues. Where possible Bramatt will dial-in to your systems, allowing us to remote control your computers and servers. This allows us to repair your system with as much or little involvement on your part as you desire.

Once the support call is complete and the issue has been fixed; a Bramatt engineer will call to confirm closure of the call and also ensure you are happy with the solution.

Should it not be possible to fix the issue remotely, escalation to site may be required. If inclusive within your support contract, an engineer will be scheduled to site ASAP to ensure the timely completion of your fault call. If this service has not been incorporated within your support contract, an engineer will call to discuss your available options.

For all areas of IT Support, please contact Bramatt Computing to discuss further