How we work
Raising a query
All enquiries to SCIP Technical Support are handled through our telephone support number, email address or dedicated client support website. If no-one is available to take your call, we will respond within 4 hours.
If your query is urgent, we will aim to fix the problem over the phone, via email, or using remote access. If we are unable to resolve the query in this way then we will usually have a technical support person on site by 12 noon the next working day.
For lower priority work, we will schedule one of our support staff to pay you a visit.
As each job progresses, you also have the option of checking progress on our support website.
At the end of each month, you will receive an itemised account of all work carried out during that month. For those on Contract Support, this will include an invoice.
What we support
- All Microsoft Windows and Apple Mac operating systems
- Linux
- Desktop Computers and Laptops
- Microsoft Windows Servers
- Peripherals - printers, scanners
- Networking (routers, hubs, wireless and cables)
- Email and web (including hosting)
- Windows/Office Updates and patches (Service Packs)
- Anti Virus, backup and security tools
Other software and hardware applications are supported though prior arrangement with us.
Documentation
We also provide an online Technical Manual for all our contract clients. The Technical Manual is a secure website which contains all the information you need about your computer and network set up. It aims to bring together all the separate parts of the system in one place, like procedures, contact details, licences, logins and passwords, hardware configurations, suppliers, software and serial numbers.
The manual allows SCIP support staff to support you more effectively and should you want to use a different service in future then the manual can prove invaluable to anyone taking on this role.
