Support Service

We believe our approach to customer service is truly exceptional. Cerulean has never lost a client through service issues

When our engineers visit your premises we ensure that they are fully prepared and have all the necessary tools to carry out the required work. Our engineers will arrive on time and complete the task in the most efficient and effective manner possible.
In addition to our support services, Cerulean offers a range of additional IT solutions, all of which are carried out with the same passion and dedication as our support services.

Unlimited Telephone Helpdesk
All of our helpdesk staff are fully trained, not only on generic IT systems, but also on the specific systems within your business that we will support. Our staff will become experts on your systems to enable them to offer the best service possible to you at all times.

Unlimited Remote Desktop Assistance
Our sophisticated remote access systems allow our engineers to access your network infrastructure from our offices, thus reducing costly downtime. We can also securely support any remote user across any internet connection saving your organisation both time and money.

Access to Extranet Features
Our client extranet allows users to log support calls and check their progress. In addition they can search the knowledge base for resolutions specific to their setup. This provides for a true self service support system as IT managers and other authorised staff have access to the “IT asset register” and management of the calls in progress.

Onsite Support
Where critical systems are affected we will schedule an on-site visit within a predefined time period, usually 4, or 8 hours, depending upon your support level and how critical the item is.

Onsite Preventative Maintenance Visits
We can carry out regular health checks in order to help prevent anything that may arise within your organisation. Whether there are upgrades that need to be done, or just routine health checks, we will ensure you have the most up to date software, systems and network.

Network Management
Using our network management tools, engineers can apply critical software updates and patches to your system, ensuring that your network works efficiently and in a fully protected environment. Once the upgrade is applied it automatically updates each users system as they log onto your network.
Our management tools allow us to deal with:

• System Inventory & Audit
• Software Deployment
• System Monitoring & Alerts
• Remote Control
• Network Policy Enforcement
• Comprehensive Reports

With the network management option a full network equipment audit is provided including the ability to maintain and manage licensing of software.

Pro-active System Monitoring
Cerulean engineers constantly analyse your systems to ensure that they are running efficiently. This means we are able to alert you to problems very early on; minimising the impact of downtime on your business.
System checks from simple disk space monitoring through to optimisation of databases are carried out on a regular basis.

Consultancy and Strategy
We are experts in developing and administering IT strategies that best suit your business needs. We will consult with you to fully understand what you require from your IT systems, and work with you to achieve them. Regular reviews ensure your IT investment is kept up to date and user requirements are met.
We continually keep ourselves informed of new technology and the benefits it can bring to our clients, meaning that when a piece of hardware or software becomes available we are able to understand and recommend it - but only if it is the right solution for our clients.
As part of our quality control, we maintain a system to manage customer perception. We act immediately to any negative perception and incorporate changes to our approach from our experience.