support

Support

24×7 proactive, fully managed IT support services. Extend your existing team or fully outsource to Aura.

24×7 proactive, fully managed IT support services. Extend your existing team or fully outsource to Aura.

Our service is unique and is built on a Proactive IT model that completely separates us from the competition. Budgeting is easy because our services are provided at a fixed price. You have the peace of mind knowing that your IT works and your costs are completely under control.

BUILT FROM THE GROUND UP

Our support model begins with a powerful on-boarding project. We will get into the detail of your IT systems and identify where they do not meet standards. We will discover how they work (and do not work) for your business and then plan out your roadmap for the future. ​

We pride ourselves in our “Proactive IT” service and see this as an essential part of the success of our model. In addition to your day to day account manager we will allocate one of our proactive engineers and a Virtual IT Director to your account to kick start and progress our initial standards and business review. This process however does not stop here – we continue this throughout the contract and it becomes the bedrock for our support model.

In addition to our proactive team, our reactive support engineers will be available both remotely from our service desk and to visit on-site should they need to.

 

“I recently joined Aura Technology as I identified that the company is providing something genuinely different to the rest of the managed services market.  This enables mid-market companies to get the best from their technology investments.”
– Steve Stokes, Head of New Business

WHAT IS PROACTIVE IT?

Our proactive IT service is m​ade up of a number of elements. Included below is some more detail on what you receive when taking managed IT support from Aura.

Who are we? Your team need to know who they can call when they need IT support day and night. We make sure your team know who we are and what we do. Customer experience is always in the forefront of our minds and we want to make sure that you receive a welcome your team will remember.

We will allocate one of our proactive IT Engineers to you. This Engineer will be responsible for working with both our Service Desk, On-Site Engineers and your Virtual IT Director to ensure your IT systems are healthy, fit for purpose and reliable. Our proactive IT Engineer will conduct the initial and ongoing standards reviews to identify risks within your IT systems and make ongoing improvements to your systems with the intention of minimising your requirement to talk to our reactive team.

We will allocate a Virtual IT Director to your organisation. The Virtual IT Director’s role is to examine how your IT systems operate in relation to your business and will initially speak with you and your team to understand and document your IT needs from a business perspective. This initial discussion aids future IT decisions and ensures they are aligned with your business requirements. The Virtual IT Director can play a part in your own company meetings if required and will work closely with your account manager to prepare budgets for IT spend and present these to your executive team.

Your Aura Account Manager will work with you on your day to day requirements and work closely with our Proactive IT Team. Your Account Manager will chair monthly meetings with your operations team and a quarterly review meeting with the Virtual IT Director. Your Account Manager is responsible for your overall satisfaction with our service and will co-ordinate resources within Aura to ensure that.

Available 24x7x365, our highly skilled Service Desk and On-site Engineering teams are standing by, ready to respond quickly to any IT issues your staff may experience.

We truly believe that being proactive, especially when it comes to cyber security is absolutely critical for any business today.   That’s why all of our customers get market-leading security packages for spam filtering, anti-virus, internet filtering and password management included, free of charge.

Our security packages help to prevent ransomware attacks, phishing attempts, malware infections, virus outbreaks and help improve overall password security across your organisation.