Without doubt, the two biggest things that matter to businesses when it comes to IT issues occurring is being able to speak to someone quickly and getting the issue resolved as fast as possible. That’s why we’ve worked hard to have some of the quickest response and fix times available for any IT company, anywhere. But how do we do it?
For businesses that need break/fix support then our IT Support Desk service provides the fastest response times possible. With more IT engineers than most IT companies have staff, at The HBP Group we average response times of less than 30 minutes and fix times of under 2 1/2 hours – well below industry standards and a level of performance which leads to a 99.7% satisfaction scores from our customers.
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Our Proactive Support enhances our Reactive Support with additional monitoring and update services from our team of expert IT engineers. As well as providing support for any issues that may occur our team will proactively monitor your system, resolving any issues they find as they go, as well as apply the latest patches and software updates to prevent future problems occurring at all.
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Proactive+ Support is our Managed Services offering which removes the hassle of IT from your business. As well as looking after end user issues, updates and network monitoring we can tailor a proactive solution to meet your needs. With a dedicated IT engineer assigned to your business they can carry out regular maintenance tasks at your offices to ensure your IT system is always looked after.
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Our Complete Protect packs offer four levels of protection for businesses based on their size, requirements and attitudes towards cyber security. Covering everything from our recommended levels of basic accreditation through to Cyber Essentials accreditations we not only deploy the right software solutions to protect your business but provide the cyber security support your need to keep it updated at all times.
Find Out More >IT support isn’t a one-size-fits-all kind of solution and depending on your existing IT network, your business and you plans you’ll need an IT support package that meets your requirements. That’s why we tailor our support packages for each customer so they get a cost effective solution, whether they just need support for remote working or support for their entire IT network from an award winning support partner.
Our first step is to fully understand what you have in place and to do this we assign one of our experienced, fully Microsoft accredited IT engineers to audit you current IT network. Our IT engineers are some of the most experienced and knowledgeable people in the IT industry so will be able to audit and understand your network better than anyone.
In this audit they will check your current set up to understand how things are configured, check for any potential issues and identify any areas that need improvement.
This service is completely free of charge and provides us with all of the information we need to make recommendations about your future IT support requirements as well as giving you an excellent overview of your current position.
To help you, and anyone else in your organisation, understand how your current IT network is configured we prepare a visual representation of your existing network to show how it is configured and what it consists of.
We couple this diagram with detailed notes which correspond to your IT network so that it is easy to understand, no matter what your level of IT knowledge.
Following on from our diagram of your existing network we will also prepare a diagram of our recommendations, once again making it easy for anyone to understand.
In some cases these recommendations are small or simply advice for the future and in other situations we may advise more wholesale changes to bring your IT network up to scratch.
Either way, we’ll accompany our recommendation with detailed notes and advice and present it back to you so you can ask questions and clarify any areas in the diagram itself.
Once we’ve understood your requirements, your future goals, your current IT position and your budget, we’ll create a tailored IT support package to meet your needs.
Although we often package our services into easy-to-understand packs, containing all of the key components businesses need (such as break/fix support, proactive updates and Managed Services), we’ll also customise any support package we put together as required.
And all of this is backed up by our Service Level Agreement which guarantees the speed of response and fix you’ll get from our team, allowing you to focus on your own business rather than IT problems!
Our organisation consists of three businesses; HBP Systems Ltd. Kamarin Computers Ltd and Jugo Systems. HBP are based in Lincolnshire, Kamarin in Cambridgeshire and Jugo in Hampshire. Between us we cover the vast majority of the UK and work under The HBP Group name to provide a seamless service between our northern and southern offices.
About UsWe specialise in providing IT solutions and support to businesses to ensure they use technology effectively and efficiently and can focus on what they do best – running their business.
We’ve built our business with a core focus on looking after our customers and ensuring that they never want to leave! That’s why we can boast a 97% customer retention rate and a 99% customer satisfaction score from our completed support tickets – two statistics that are way above the industry average.
But if you’ve been burnt by a poor IT support provider in the past then you may be apprehensive about moving to a new company. If that’s the case then the structured process we use to manage support tickets, assist customers and provide a truly personal style of support should put your mind at risk.
That’s right, no receptionist or call handlers will stand in the way of you contacting our support desk, instead you get a direct line to the IT team so you can speak to someone straight away.
Our average call wait time is less than 2 minutes and if you decide to log a call with us online or by email, then we promise a 1 hour response time, although in reality this normally takes 30 minutes max.
Unlike smaller IT support providers, we don’t mix and match the responsibilities of our team. We have a fully staffed IT support desk that focus entirely on answering customer calls and resolving queries and issues.
Our remote support team is supported by a field service team, proactive support team and an installations team, so even when we’re busy in other areas your support ticket will never be ignored.
Sometimes IT goes wrong and when it does, it’s critical for you business that issues are resolved quicker than ever.
If something serious happens that stops your business working then your ticket will be instantly prioritised, our managers and directors will be informed and we’ll start working on the issue straight away, and we won’t stop until we resolve it and you’re back up and running.
The process of managing IT support tickets and allocating them to our engineers in an efficient manner is a vital component in the high quality of service that we offer.
Ticket volumes are measured in real time so that workload is balanced between engineers and with a simple two-tier support split, allowing us to escalate issues within the team, we can quickly get the right people allocated to the right jobs.
The quality of support provided is directly related to the technical ability of our staff, which is why, as a minimum, every one of our IT support engineers is Microsoft accredited as a minimum.
From there we specialise engineers in key areas of IT, so everything from servers, operating systems, Office 365, cyber security, connectivity and phone systems are all covered by a team of experts.
To ensure that you have a dedicated point of contact within The HBP Group, we assign you an Account Manager who oversees our support contracts with you. All of our account managers have a huge amount of experience in the IT industry and have all worked in a technical capacity, so they understand IT.
As well as providing regular updates, statistics and reviews of our performance, your account manager will also help you with anything else you need from us.
Our Free IT Support Review Is The Place To Start
Our IT support and strategy reviews can take place over voice call, video call or in person and will establish the most important things about your business, your current IT system and you future plans.From this initial discussion we can make recommendations, including a visual diagram of your existing, and planned IT system, along with detailed explanations of your proposed solution. It takes around 30-45 mins to have an initial chat and it’s completely free!
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