Support

DoSo ICT Support

We provide simple, unlimited, fixed cost IT support for organisations throughout London.

We offer two primary support services created and priced for organisations with no internal IT support and as well as co-managed IT support services working in partnership with your IT manager or internal IT support team.

Fixed Cost, Unlimited Support
We price our support on a per server, per computer and per device basis with the ability to scale the numbers up or down on a monthly basis without penalty.

Simple Rolling Agreements
We offer simple agreements, payable monthly in advance with a straight forward one calendar month notice period.

Refresh Agreements
We can build support agreement which encompasses a rolling refresh of your IT hardware and software for a fixed monthly cost removing large capital costs.**

Unlimited Telephone Support
You can call, email or instant message us as many times as you like for your IT support and how-to questions.

Unlimited Remote Access
We will, with your permission remotely access and resolve any IT issues you have or indeed show you how to solve IT problems.

Unlimited On-Site Support
On those occasions where it’s just not possible to resolve IT problems remotely we will send one of our qualified engineers to site. There is no limit to the number of support related site visits you can have and no additional labour costs.

One Hour Telephone Response
If you log a support call with us we will begin working on your call within one working hour. As often as is possible we will begin working on your call immediately.

Two Hour Business Critical On-Site Response
In the event of an on-site response being needed for a business critical issue (example your server is down or your payroll PC is down on pay day) we will guarantee to have an engineer on-site within two (2) working hours anywhere in London.

Next Business Day – Non Critical On-Site Response
For all non-critical support issues requiring an on-site response we will guarantee to have an engineer at your site by the next business day.

Remote Monitoring
Within our support agreements we will monitor your servers, computers, IT infrastructure, phones and other devices 24 hours per day, 365 days per year for performance changes and imminent or current failures.

How-To Questions
In addition to support questions you can also place how-to questions. Obviously we will support these on a reasonable endeavours basis, even we don’t know everything and we will in some cases refer back to the vendors main support. However we will do everything we can to answer your questions.

System Audit Documentation
We will maintain an up to date log of your IT equipment and software which is always available to you via our portal.

Reporting
We can provide reporting on a weekly, monthly or quarterly basis or we can provide you with access to our portal where you can access all the information you need, real time and at any time.

Account Management
We offer quarterly account management reviews (or more frequently if required) where we will discuss and evolve your IT roadmap, our performance and the performance against our service agreements as well as looking at emerging and existing technologies which may enhance your organisation and peoples efficiency.

**Refresh agreements require a fixed term contractual commitment.