Macumen recognises the impact an IT failure can have on businesses, and that different clients have different requirements when it comes to IT support.
Regardless of the support option you choose, an account manager is assigned to each client to ensure continuity and consistency in service.
On Site Support
This is the most common way that we assist our clients, whether it is to resolve a desktop problem, install new systems, or to discuss IT business requirements. Call outs are billed at an hourly rate, and day rates are offered for larger projects. If arranged ahead of time, Macumen is able to assist clients undertaking projects that are occurring out of normal working hours (eg office relocations, server upgrades etc).
Maintenance Support Plans
Macumen offers maintenance support plans to clients, providing a systematic support arrangement. Support plans are designed to meet each clients needs, and cover a number of hours on-site per month, remote diagnosis, phone support and most importantly a priority response time.
Remote Support
Macumen offers remote management and diagnostics to clients. This option is particularly cost effective for the ongoing management of file server and email server user accounts.
Phone Support
In the first instance, Macumen endeavours to assist clients with troubleshooting over the phone, however there are occasions when the client account manager is required on-site.