Our Business is Supporting Your Business

Your critical business processes, and the services you provide to your customers, will be dependent on the stability of your IT systems.  Without your IT, for how long could your business operate?

Not only are system failures expensive to resolve, but a loss of sales and orders may be devastating to some businesses.  System downtime can impact many areas.  It can impact timelines, efficiency, customer service, cash flow and ultimately jobs.  What's never in doubt is that failure costs money, in many cases a lot of money!

We understand the impact that systems downtime can have on your business operations and have designed a flexible range of support services to give you peace-of- mind.

Daily monitoring of your servers and critical PCs

Every day (7 days a week) we monitor the critical indicators on your system.  Should any problems be identified, we'll report on the actions we have taken or recommend what you may need to do..

A daily check of your anti-virus to make sure it’s updated and you’re never out-of-date

• A daily check of your backup to ensure that your data has successfully been stored each and every day
• A daily check of your disk space to ensure you never have costly system crashes
• We’ll send you a ‘Peace-of-Mind’ note every day once we’ve finished our checks to let you know that your systems are safe

Round-the-clock monitoring of your MS Windows services

Every 15 minutes we'll monitor your Windows services and check that:

• available disk space is within pre-agreed parameters
• Microsoft Exchange, and any other server-related email functions, are operational
• your internal web is online and accessible
• your anti-virus software is working and protecting your systems
• your server-based printing functions are fully operational
• your log-on services are fully activated, allowing authorised access to your network

Alchemy’s technicians will be alerted to any failings, allowing them to diagnose and fix most problems rapidly via remote connections.

Remote fault identification and fix

Our engineers use a variety of remote technologies (Webex and VPN/Terminal Services) to connect directly with your systems. These allow us to diagnose faults and apply the appropriate fix.

Telephone support

Customers of Alchemy's Fixed or Variable Service support contracts are provided with an unlimited telephone support service (weekdays between 0900 and 1700).

Customers who are not contracted to either Alchemy’s Fixed or Variable Service support may still utilise Alchemy’s technical support service by calling an 0906 premium number, weekdays between 0900 and 1700, and excluding bank holidays.  There is no charge for this technical support service, however all calls are charged at £1.50 per minute.

End-user support and engineer call-out

We will support your users with regular site visits to configure new PCs (desktop or laptop) or install new peripherals, review application settings and incorporate software fixes.  Furthermore, we provide an on-site engineer call-out (next day service) with the option to upgrade to Crisis Call-Out (same day service).

Peace-of-mind

What we provide may appear very complex, but it’s also very simple - we give our customers Peace-of-Mind. Alchemy will effectively become your Outsourced IT Department. For a fixed monthly fee we will provide server monitoring, system maintenance and housekeeping, on-site user support, telephone help desk and engineer call-out - to agreed service levels.

Our aim is for you to offload the strain and administrative burden of IT support with support contracts that provide the flexibility demanded by small and medium-sized businesses.