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Our Services | Support

We don’t just support your systems – we care for them.

support

When things go wrong, support is required. You could be in the office, at home or on a trip abroad. Everyone requires support with their IT systems (we sometimes need it ourselves!)

The word support is often wrongly used in place of care (which is a much better description). If the IT is cared for by monitoring, examination, listening to user’s issues and looking for feedback then there are fewer cries for help.

It is like looking after your body. If you make sure you’re getting good nutrition, exercise and not smoking you’ll have less need for medical support.

But things can go wrong, however careful you are – we are dealing with machines after all! If they do go wrong, we’re here to help. We’re quite used to crawling around on hands and knees in a dusty server room to get systems back up and running.

OntheCloud IT have a Care Philosophy: Look after client’s IT systems as if they’re our own.

The Philosophy seems to work. The average time a client stays with us is well over 5 years (one or two have remained clients for over 15 years). Interesting!

  • LogMeIn

We have tried a number of systems for remotely supporting our clients.

LogMeIn has proved to be the best and most reliable. All of our clients have LogMeIn installed on their servers and Desktop PCs allowing us to diagnose, monitor and repair their systems.

A useful support approach is to remotely connect to a client system and watch their screen while they demonstrate to us what the problem is. We then take control of the mouse and keyboard and correct the problem (in most cases!)

We use three main aspects of LogMeIn for our business:

  1. LogMeIn Central: This allows us to organise our clients into customer groups. We are also able to give our clients LogMeIn access to specified devices.
  2. LogMeIn Pro: This provides advanced remote access to a PC or Server offering remote file access, remote printing and advanced diagnostics.
  3. LogMeIn Rescue: We can access any PC, Server or Mac with no requirement for a previously installed agent. All you need is internet access.
Call us on 020 3637 1123 to find out more about how OntheCloudIT can support you.
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