For existing clients, if you require help, you can log on to the Acornym help desk ( SmartTasks) and enter your job into the system directly, and track updates as they occur.

Alternatively you can call our Help Desk on 0508 ACRONYM and we will either resolve the issue over the phone with you, or Log a job for one of our Network Engineers to either remotely solve the issue or call to your site as required.

 

Acronym Remote Desktop support site

 

Acronym delivers a range of information and communications technology (ICT) Support services from basic, reactive, Tier-1 (ad-hoc) to full, proactive, Tier-3 (service level agreement covered) 24x7 operations.

 

The world around us is changing rapidly, so is ICT and the way we need to manage and service it.

 

For Acronym therefore, ICT services are also changing and we want to deliver the best possible support for our clients by introducing international standards like ITIL and ITSM.

 

The IT Infrastructure Library (ITIL) is a set of best practice principles for IT Service Management (ITSM).

 

It is developed in conjunction with the IT Service Management Forum (itSMF) and consists of a series of publications giving guidance on the provision of quality IT Services, and on the processes and facilities needed to support them.

 

ITSM is about the implementation and management of quality IT Services that meet the needs of the Business. IT Service Management is performed by Acronym through an appropriate mix of people, process and IT hardware and software.

 

ICT Support ensures the efficient and error-free operation of ICT services. The effective support of these ICT services is guaranteed by the following processes:

 

I highly rate the response times particularly if the issue is urgent ... It has been favorably commented on several times by various individuals in this office about the ease of contacting and good response times.

 Support Agreements (SA)

 

Acronym can provide you with a range of Support Agreements to meet your requirements. The process requires a consultative discussion based around the size of your network and levels of maintenance required versus risk management.

 

Acronym will then provide you with a recommended support Agreement which will include a minimum preventative maintenance and pro-active support component.

 

Signing a 12 month Support Agreement also has the benefit or reducing your ICT support labour rate.  This is Acronyms way of saying thank you for your regular business.

 

You can discuss this further with your Account Manager or one of our sales representatives.

 

The process requires a consultative discussion based around the size of your network and The level of business risk you need to manage.

 

Depending on your Organisations needs Acronym can ensure we have Service Engineers available outside of normal business hours and public holidays. A Service Level Agreement will also provide your organisation with priority fault management resolution during normal working hours.

 

You can discuss this further with your Account Manager or one of our sales representatives.