Typical IT support challenges for SMEs in Kent
Support delays
Having to wait for extended periods to get support from your IT provider, especially when things are urgent.
Lack of credentials
Not having the required certifications & accreditations to meet with your standards. These include ISO 9001/27001, Microsoft Gold Partnership and Cyber Essentials Plus.
Inexperienced Engineers
Constantly speaking to triage or junior engineers who are not capable of resolving the issue, and having to speak to several people causing delays and frustration.
Outdated technology
Using technology and software that hinders your productivity and prevents you from reaching your goals. Systems may be clunky, and you may not be able to work from the location or device of your preference.
Microsoft Gold Certified IT Support
Our team of over 30 passionate Microsoft Certified technology enthusiasts help over 2000 Kent users get their jobs done every day, by delivering responsive and pro-active IT support.
We pride ourselves on our 20 year track record for delivering excellence, forging lasting relationships that are built on trust and exceptional service. No jargon, no stress and no time wasting. Just a smooth, efficient service that ensures your business is free of disruption, your data is secure and that you're achieving the maximum return on your IT investment.
If you're a charity or business in Kent, get in touch to discuss how we can help.
It's not just talk...
As a business that's been delivering IT support to Kent clients since 1998, our credentials serve as evidence of our dedication to service.
Benefits of engaging Impreza IT as your Kent IT Support partner
We won't keep you waiting
Our stats show that we resolve over 83% of support issues within 2 hours, meaning you'll have less downtime and better productivity.
We'll show you the path to success
We'll provide you with a strategic IT Road Map within the first 3 months of onboarding you. This bespoke document will outline the technology recommendations to help you achieve your commercial goals.
You can try our service risk free
We understand that the best way to know what you'll get is to try it. And that's why we offer a no squabble 3 month trial period for all new support contracts. This allows you to cancel your service on 30 days notice for any reason.
Our support is unlimited
We offer unlimited remote support as part of our support contracts, meaning we'll work until the job is done, and you'll simply have a known monthly cost.
You'll have a dedicated person to help you
You'll be assigned a dedicated Account Manager who will be their to answer any questions you may have and work closely with you to get the most out of your systems.
We speak your language
In addition to adhering to strict SLAs, our Helpdesk engineers are targeted on positive feedback so will always go the extra mile to make sure you're smiling when they're finished. They all speak in plain English, so you needn't worry about learning tech lingo!
We take the time to get to know you
As part of our onboarding process, we send our Senior Project Engineers to site to fully audit your systems. This allows us to learn your systems inside and out, and also get to know your team. The end result is seamless support compounded by strong relationships.
We monitor your systems 24/7
Our Eagle-i pro-active monitoring software constantly monitors your devices and network, day and night, alerting us of risks before they become a problem. This gives you maximum uptime and keeps your business running.
Our clients say...
IT Support in Kent FAQs
Why Choose Impreza IT?
We pride ourselves on our level of service and ability to help businesses reach their potential through technology.
The three pillars of our business (Supporting, Protecting, Enabling) mean that we can deliver IT support, cybersecurity and development services all under one roof.
How Can Your IT Support Benefit My Business?
Our IT support services are designed to ensure that your technology works seamlessly, allowing you to focus on your core business. We enhance your operational efficiency, improve security measures, and provide proactive solutions to prevent potential issues.
How Does Your Helpdesk Work?
Our helpdesk support is available to assist you with any IT-related issues you may encounter. Simply reach out to our support team via phone, email, or through our online portal. Our experienced team will promptly address your concerns, ensuring minimal downtime for your business.
When Is Your IT Support Available?
Our standard hours of cover are Monday to Friday from 9am to 5:30pm. However, we also offer extended support starting from 8am, and also have an out of hours support line to help in those emergency scenarios of an evening or weekend.
How Long Will I Have to Wait for a Response?
We have a 4 hour response SLA (Service Level Agreement) as standard, and this means that you will have a support engineer assigned to work on your ticket within 4 hours. However, we typically average under 60 minutes for a response.
We don't believe in just sending automated emails, so rest assured that when you get a response it will have the name of the engineer who's started work on your ticket on it.
How Long Does It Take to Fix an IT Issue?
Well this depends on the issue, but rest assured we target resolving over 60% of all issues logged in under two hours! This means that the majority of the time when you log a ticket, it will be resolved that same morning or afternoon.
What Sized Businesses Do You Support?
We support a range of business sizes, ranging from 10 users all the way through to around 250 users. However, every business is different so if you'd like to find out if we can support you, please get in touch.
How Difficult Will It Be to Change IT Support Provider?
It's as simple as making the decision to change. We take care of all the nitty-gritty details and assign a dedicated onboarding engineer to make the process simple and seamless, leaving you to focus on your business.
What if We're Located Outside of Kent?
Don't worry. Whilst the majority of our customers are based in Kent, London and the South-East, we have IT support customers across the country (and even some outside the UK and Ireland). The majority of IT support is conducted remotely, but we can always make provisions to travel to site when needed.
What if We Currently Have In-House IT?
Outsourcing IT services can offer several advantages, including cost savings, access to specialised expertise, improved scalability, and the ability to focus on core business functions.
Changing to a managed service provider (MSP) is a simple process that involves an onboarding project to ensure continuity of service during the transition.
Do You Have an Ad Hoc IT Support Offering?
Whilst we do not offer Ad Hoc support, we do offer Project and Consultancy services on an ad hoc basis. All of our IT Support is delivered as part of a support contract. This is to ensure you receive maximal value and the highest level of service.
What's Included In Your IT Support Package?
All of our IT Support contracts include pro-active monitoring and support for all devices. We have a simple user-based billing model wherein we support any device the user has access to provided it's being used to access work systems.
Whether the issue you're having is down to issues with the internet, apps or the device, we'll be on hand to help.
