FAQs
Q. How can my business save money by using the Axon IT Solutions?
A. Unpredictable IT costs place a real burden on your business. The Axon IT Solution gives you predictable, monthly IT expenses by eliminating the costs of upgrades, monitoring, patching and operations of your infrastructure. We give you the flexibility to choose from four scalable plans bronze, silver, gold and platinum. You pick the plan that is right for you. This allows you to redirect IT resources, reduce unanticipated support costs and plan your expenses accurately.
Q. What if my business already has an IT staff?
A. More than a third of all businesses using the Axon IT solutions also employ a part-time or full-time IT staff. By eliminating the necessity to work on low-level, repetitive, non-strategic tasks, the axon-IT.com solution frees your staff to focus on long-term strategic technology objectives, such as:
- 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
- Web site development and management
- Aligning IT goals with long-term vision of the management team
- Professional training and certifications
Axon IT provides a solid foundation for these initiatives and allows your company to maximize its IT investment.
Q. What kind of hardware is included with the solution?
A. Axon IT does not provide the hardware; however, we will work with you to choose hardware from any tier one vendor. We can assist in setting up finance options to make your upfront costs minimal. Axon’s only requirement is your equipment be under an approved maintenance agreement or have a qualified parts program.
Q. Do we need an Internet connection?
A. Yes – Managed Service requires a broadband DSL or better connection with static IP. If you don’t have a broadband connection, axon-IT.com can install one for an additional fee.
Q. What sort of companies do you work for?
A. Our customers range from small offices of three people to multinational companies with hundreds of staff. They can be working in any business or be a public sector organisation or a charity. For the smaller companies 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 needed.
Q. What else does Axon IT do apart from IT support?
A. You can buy any kind of IT and telephony hardware, software or consumables from us reasonably cheaply. We can organise office relocations or equip a new office for you and even dispose of all the old equipment. We can provide advice on almost any aspect of computing or networking. We can back up your data. If you have a question about anything to do with computing, telephony or networking from the technical or from a business point of view, we would be only to happy help.
Q. What do your support contracts cover?
A. We can support any computer or network hardware including servers, desktops, laptops, printers, tape drives, disk arrays, routers, switches, hubs or cabling. We also look after operating systems dependant on your business needs.If anything goes wrong with any of your IT systems. For a complete cost analysis, contact Axon IT Sales at 0870 755 2290. You may 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. We currently have customers who use Mac OS 9 and OS/X and we are very happy to support both.
Q. How do you support customers?
A. The customer can contact us by phone or email. They will usually speak to a skilled engineer immediately. We don’t employ help desk staff who do nothing but 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 best be solved that way.
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. 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 axon a call 0870 755 2290). We will give you a very straightforward opinion should you require any advice.
Q. 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 Manager 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 fix the root of the problem. We will help you build a solid reliable computer network that supports your business over the long term and that's what we see as value for money.
Q. Do you supply hardware, or can you advise me?
A. We’re not hardware and software resellers – we specialise in providing professional It support and management services to small and growing companies. However, we often specify hardware and software for our clients and acquire it at the best prices on the internet.We will then “build” and install the solution for you. We’ll do all of this for you as part of a fixed price project to ensure projects 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. But 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 2 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. To use an industry term, most IT support delivered to small companies is break-fix. In other words when it breaks somebody fixes it. 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 fix the root of the problem. Some 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 97% 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 a single simple 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 a much smaller number – and axon will troubleshoot and fix them via an internet connection. However, 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 "Computer 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 was 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, 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.