Retainer Service
An IT retainer service from Fresh Mango Technologies UK is like having your own IT technician available, at a fraction of the cost! With an extensive pool of technicians to draw upon we have extensive and up-to-the-minute knowledge of all matters IT.
Our retainer clients benefit from:
- Guaranteed response times
- Prioritised support
- Proactive management of their IT systems
These ensure that our retainer clients save money thanks to productivity and efficiency improvements when they engage us.
With IT support from Fresh Mango Technologies UK, your IT support is in the best hands. You will always have a point of contact either via the phone or our unique Tick It system, JIM (available online 24/7). All work is carefully logged and assigned as soon as a requirement is raised.
Our IT retainer service plans provide clients with a guaranteed response time and a minimum number of hours of support per month. We have three plans that can be tailored to client requirements:
- Business Support Silver – Remote support capped at an agreed number of hours per month
- Business Support Gold – Remote and onsite support capped at an agreed number of hours per month
Factoring in the improvements brought by our IT retainer service (and 24/7 Tickit help desk), our clients save money when they engage us.
IT retainer service clients also receive a guaranteed response time.
Contact us for more information on our IT retainer service plans today!
About our IT Retainer Service Plan
| Service | IT Retainer Support Plan Summary | |
| Maximum Response Time | 5 hours | |
| Telephone Tickit Logging | ✓ | |
| Email Tickit Logging | ✓ | |
| Customer Portal Login | – | |
| Tickit Logging Portal | ✓ | |
| Remote Support | ✓ | |
| On-Site Support | ✓ | |
| Remote Server Health Checks | – | |
| On-Site Server Physical Checks | – | |
| Backup Monitoring* | – | |
| Backup Testing* | – | |
| Active Connection Monitoring | – | |
| Telephone Technician Support | ✓ | |
| Desktop/User Assistance | ✓ | |
| Desktop/Laptop Health Checks | – | |
| * If a Fresh Mango Technologies UK backup solution is deployed | ||
Response Times and Cover
We will respond to support requests within 5 hours of the problem being logged via any of the standard methods for requesting support, during standard office hours.
We provide IT support to you as requested on any device or system which is within our capability. We will not perform any work unless requested by you and with your consent.
With IT support from Fresh Mango Technologies UK, your systems are in the best hands. You will always have a point of contact either via the phone or our unique TickIt system, JIM. All work is carefully logged and assigned as soon as a requirement is raised, available 24/7. You can raise a TickIt in JIM at https://support.freshmango.co.uk/ticket.
Evening Cover
Our support ticketing system allows for Tickit creation by customers 24/7. Furthermore, if you raise a ticket with a ‘Critical’ status, every member of staff at Fresh Mango Technologies UK receives a text message and an e-mail. Out-of-hours you can also leave a voice mail on our support number, which is emailed to every member of staff.
Thanks to Fresh Mango Technologies UK being part of the Fresh Mango Group of IT companies based in the British Virgin Islands, remote support is available to customers in the UK as late as 10PM GMT. Engineers in all offices (Ripon, Reading and the Caribbean) can all provide remote assistance and have remote access to assist when required. This extended hours option is available at an additional charge.
Weekend Cover
For urgent issues weekend cover is usually available (out of hours callouts do incur an additional cost, this is to allow us to reward employees, facilitating the service). In an emergency, the Fresh Mango Technologies UK ticketing system can be used to report the issue (it can even be raised on a mobile device if you don’t have internet availability).
Contact Fresh Mango Technologies UK today to find out how we can improve your business with our IT Retainer Service.
