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?
The first part of our Service Level Agreement (SLA) guarantees your response time of 1 hour. We achieve this (in fact, we average around a 20 minute response team across all tickets) by having more engineers on our support desk than most IT companies have staff, so you’ll get talking to a Microsoft accredited IT engineer quicker than ever before.
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By structuring our IT team into dedicated roles and by training them to high standards (we’re a Microsoft Gold Partner – the highest level you can get!) our engineers can understand and fix issues quickly. Our management team ensure ticket loads are balanced correctly, resulting in an average fix time of approx. 2 hours and 30 minutes across all IT support tickets.
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By offering a range of proactive IT services, including 24/7 remote monitoring for servers and desktops, we can actually identify and fix issues before you know they’ve even occurred. We also provide update services to ensure you’re using the latest versions of operating systems and software to stop potential problems occurring in the first place.
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Although we’re proud of our average response and fix times, what really matters to your business is your own response and fix times and in regular review meetings with your dedicated account manager, we’ll show you what they are, which people are logging the most tickets, what has been causing issues and we’ll make recommendations to make things even better!
Request A Quote >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.
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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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