FAQs
Q. How can my business save money by outsourcing to axon IT?
A. Unpredictable IT costs place a real burden on any business. By outsourcing your IT to axon, one monthly IT cost will give you the predictability you need to effectively manage your budgets, and help eliminate the possibility of unexpected upgrade, patching and operation costs across your infrastructure.
We offer you the flexibility to choose a level of support and service which fits your budget and requirements – you simply pick the service level that is right for you. This allows you to redirect IT resources, reduce unanticipated support costs and plan your budgets accurately.
Q. What if my business already has IT staff?
A. Several of the businesses working with us also employ a part-time or full-time member of IT staff. By eliminating the need to work on low-level, repetitive tasks, we free up your staff to focus on long-term strategic technology objectives. These could include:
- Intranet portal services for employees
- Extranet portal services for customers
- Line of business applications
- Employee technical training
- Database development and management
- Application performance reporting
- Management of digital dashboards
- Website development and management
- Aligning IT goals with long-term vision of the management team
- Professional training and certifications
We provide a solid foundation for these goals, allowing your company to maximise its IT investment.
Q. What sort of companies do you work for?
A. Our customers range from small offices of two or three people to multi-national companies with thousands of staff. They include private and public sector organisations as well as charities. For many small businesses we act as the main IT resource whereas with larger companies we work to support the in-house IT department and provide specialist skills or extra manpower as and when required.
Q. What else does axon IT do apart from IT support?
A. We can organise office relocations and purchase of IT equipment, including desks with cable management and telephone systems. We can even help you dispose of old equipment, which is now required by law. We can provide advice on almost any aspect of computing, networking and telephony – from virtualization and cloud computing to backing up your data and specifying and choosing hardware from top level suppliers. We can even assist in setting up finance options to make your upfront costs minimal.
If you have a question about anything to do with computing, telecoms or networking from the technical or from a business point of view, we would be happy help.
Q. What do axon’s support contracts cover?
A. We can support any computer or network hardware including servers, desktops, laptops, printers, tape drives, disk arrays, routers, switches, hubs and cabling. We also maintain Avaya telephone systems and look after IT operating systems dependant on your business needs. For a complete cost analysis, contact axon IT on 0845 313 0025. You’ll be surprised at how much we can reduce your current IT spending.
Q. We have Macs as well as PCs. Can you support Apple Macs?
A. Yes. We currently have customers who use Mac OS 9 and OS/X and we are both able and very happy to support both platforms.
Q. How do you support customers?
A. You can contact us by phone or email. As a customer you will usually speak to a skilled engineer immediately. We don’t employ helpdesk staff who just take calls and pass them on. As well as telephone support, we use remote control software tools which allow us to resolve problems on your computers quickly and without losing time in travelling. However, we don’t hesitate to go on site if a problem can be best solved that way. And we like to have face to face meetings where we can sit down and discuss your ongoing plans. You can tell us what you want to be able to do and we can help you develop a plan to suit your business and budget.
Q. Do we need an internet connection?
A. Yes – managed service needs a broadband DSL or better connection with static IP. If you don’t have a broadband connection, we can install one for an additional fee.
Q. Why are you better than other ‘Managed Support’ companies?
A. We care about providing the results you need quickly, whether it’s a fault to be fixed or a new system to be installed. We recognise the importance of customer service and it’s more than just words to us. We call you back when we say we will, turn up on time and keep you informed of what’s going on. If this isn’t true of your current support company, perhaps you should give us a call on 0845 313 0025. We will give you a very straightforward opinion should you require any advice.
Q. If I can get somebody cheaper, should I use them instead?
A. It’s always possible to find someone cheaper, but “cheap” rarely represents good value in managed services and support. We pride ourselves in providing the best technology services for your business. Many IT service companies look to put a sticking-plaster fix on your computer network problems so they can appear cheaper and win your business. This allows them to charge you more money in repeat site visits because they never get to the root of the problem. Our approach is to help you build a solid reliable computer network that supports your business over the long term. That’s what we see as value for money.
Q. Do you supply hardware, or can you advise me?
A. We specialise in providing professional IT support and managed services to small, growing and large businesses. However, we often specify hardware and software for our clients and acquire it at the best prices. We are resellers for Dell, F-Secure, Cisco and Avaya and can build, install and support an IT and telecoms solution fully tailored to your business requirements. We’ll do all of this for you as part of a fixed price project to ensure tasks are completed on budget without surprise or hidden fees. That means that you know exactly where you stand and the project risk becomes ours, rather than yours.
Q. Other IT services companies say they need to be onsite – why don’t you?
A. We do need to be onsite sometimes – but not very often. There are two reasons why other suppliers say they need to be onsite frequently. Firstly, they use it to justify their expensive bills, secondly they are too small or too scared to make the investment in their business that would enable them to deliver a better value online service to you.
Q. How is your “Managed Service” different from remote support?
A. A managed service is very different from remote support. Most IT support delivered to small companies is what is called ‘break-fix’. In other words when it breaks somebody fixes it. Some IT companies will put a quick fix on your network problems to appear cheaper and win your business. Then they charge more in site visits because they never really fix the problem. Many of these companies have started performing this sticking-plaster service remotely, but there is still no problem prevention going on.
What most business owners don’t realise is that most of the day to day problems that you experience with your computer network can be fixed easily and inexpensively. A managed service is about continuity of care for the long term. You don’t pay on the basis of an hourly rate, but instead by simple single monthly or quarterly payments. With a managed service your system is regularly managed and maintained to prevent problems happening in the first place. Problems will occur – though in a much smaller number – and we’ll troubleshoot and fix them using an internet connection.
Because we’re responsible for your service over the long term and because we don’t charge an hourly rate, we will get to the root of the problem to stop it recurring, at no additional cost to you.
Q. Our IT support guy is a nice person, but he’s hard to get hold of – when are you available?
A. Your local IT technician was probably okay when your IT requirements were simpler, but perhaps he doesn’t have the expertise you need now, or perhaps he hasn’t invested in his business to give you the kind of support you know other companies are getting. Unlike the independent technician, we have the tools and expertise to manage your technology both remotely and onsite. That means that you don’t have the delay, inconvenience and most importantly the cost of getting an expensive engineer to your premises. We can support you remotely at the click of a mouse. Our team is available during business hours and we’ll stick with your problem until we get it solved.
Q. Someone told me our systems might not be secure. Is that true and should I be worried about it?
A. It’s not a very nice thing to think about, but unfortunately problems do happen – whether it’s a virus in your system or a fire which damages your premises and destroys your data. Protecting your data is vital. You first need to put in place a secure data backup system, then have processes in place for recovery of data in the event of a disaster. We can help you assess your level of risk and ensure you can recover vital business information so you don’t lose business. We’ll help you secure your current systems through anti-virus, spyware and spam systems, and we’ll keep you online by ensuring you have a plan in place if your laptop or desktops are stolen.
Q. Do we need licenses for our software?
A. The short answer is yes. Using copied software of software without licenses is illegal and can result in serious penalties.