Aura Technology Service Desk Engineer

Frequently Asked Questions

We have put together a list of frequently asked questions, but if you have one that is not listed below please call us on 03333 208 601 and we will be happy to help.

Please call us on 03333 208 601 to discuss.  If it’s IT related, we can certainly help and would love to speak to you.

Yes.  All of our managed services are fully supported on both PC and Mac.  Our security software that we provide as part of our Managed IT support service is also fully Mac compatible.

Response times vary dependant on the severity of the issue and business impact.  For a high priority issue, our support team will start working on the issue within 30 minutes of it being reported.

Our core area of coverage is the South of England, servicing our clients from both our London and Southampton offices. A number of our clients have satellite offices elsewhere in the UK, Europe and in other parts of the world which we are also able to support with our Managed IT support service.  Please contact us for more information.

The cost of the Managed IT support service is based on the level of support you choose and the number of users that need to be supported. It’s priced per user per month and includes as a minimum, Aura’s foundation-level security suite which includes anti-virus, anti-spam, anti-malware and internet filtering software. For a quote, please call 03333 208 601.

From point of order, it usually takes 3-4 weeks to have a new client fully on-boarded to our Managed IT support service.  There are several tasks we need to complete to go-live which includes fully documenting your existing IT setup, rolling out our security suite and ensuring all end users are fully trained to use our Service Desk services, including our online Client Portal.

We pride ourselves on the fact that our business has been mostly built up through referral to other businesses from our happy customer base.  If for any reason you aren’t satisfied with the level of service you are receiving, our senior team will ensure this is resolved asap.  Our customers get the opportunity to provide feedback with each ticket that is resolved by completing a short survey and you will be assigned a dedicated Account Manager from day one.

 

Yes, our Managed IT support service is offered 24 x 7 x 365 as standard.  However, if you do not require this, it can be downgraded to office hours only.  Our customers are enabling their workforce to work more flexibly so there is much more demand for this service than ever before to ensure whenever they need to work, they have an IT support that helps support this if any issues crop up.

We certainly can and have provided this service to several businesses to help cover particularly busy times within their organisation over the years.  Please contact us on 03333 208 601 for further information.

All of our IT support contracts include Engineer site visits.  A dedicated team of Engineers will visit your offices regularly to complete proactive work (to try and prevent any issues before they occur) as well as complete routine break-fix IT support tickets like fixing your computer, that couldn’t be done remotely.

We offer software maintenance for any development work we complete and this will be quoted as standard for any software development projects we complete.

In a nutshell, we will support all existing PC/Mac hardware, routers, switches, printers etc. as long as the software they are running is still under support from the vendor and the hardware is still under warranty.  As part of the onboarding exercise we complete for new customers, we will assess the health of your existing hardware and provide any recommendations to replace kit if the equipment is end of life.

Our Service Desk team will act as the middlemen if there is an issue with your third-party applications.  If you report the issue to us, we will then phone the software vendors to seek help and implement any fixes or recommendations.

Of course we will… and we do. We’re also happy to share our network of suppliers – simply because they have all passed a rigorous process, have competitive rates as well as reliable products and services.

 

Each IT Strategic Review Aura complete is entirely bespoke and the price will vary dependant on scope and how much detail you require us to go into. A number of companies claim to offer a strategic review of your IT for free as a sales tool. Our reviews are not a sales tool and will be delivered as a jargon-free comprehensive Roadmap style document which offers genuine advice and steering for your organisation, which is vendor-agnostic and impartial.

Our minimum contract term is one year and is backed by industry-leading Service Level Agreements (SLAs)

Both.  We work directly with business owners and board members at a number of our customers, but also, we also work alongside IT Managers and IT Directors in larger organisations, who simply want to outsource certain elements of their company’s IT and have complete peace of mind that it is taken care of.

We would be more than happy to help with any one-off IT projects.  Call us on 03333 208 601 to tell us what you have planned and how we can support you.

Yes, we have a variety of solutions for backing up Microsoft Office 365.  We provide this as standard to all of our managed IT customers to ensure their cloud data is protected and we can easily restore the data for them in the event of an incident.  Prices start from £2.40 per user per month for this service.

 

We typically recommend either HP, Dell, Microsoft or Mac hardware. However, we can purchase from several other manufacturers and would be happy to source alternate hardware provided we are confident the hardware is fit for purpose and offers value for money.