FAQ
Frequently Asked Questions (FAQ)
Here are some frequently asked questions we see clients ask during the process of choosing an IT Provider.
What hours does your support service cover?
We understand that most small businesses put in a lot of working hours. Like us, most small and medium businesses like to start their day early and get things going to get through their tasks. This is why we operate from 08h00 to 18h00, Monday to Friday.
After-hours and weekend cover is charged on an ad-hoc basis as it is not included in our plan. This is due to the majority of our clients not needing these extended hours covered.
We understand that every business’s needs are different, and if you need extended hours we can offer Out-of-Hours and Weekend cover as an additional monthly service to those businesses who can’t afford any downtime.
Where are your technicians based if I need a callout?
99.9% of issues in today’s world of technology can be resolved remotely, which means we can minimise site visits and keep our environmental footprint as small as possible.
We operate a flexible working policy that allows our engineers to work from almost anywhere globally. Today, they are in Edinburgh, tomorrow in London, and next week, in Spain.
Our Head Office is based in Edinburgh, and we have a satellite office in London and trusted partners across the United Kingdom, the EU and as far as America who can get to your site in case you need an emergency site visit.
Will I have to deal with multiple people or will I have a dedicated person or team?
While we would love to give each client their own dedicated engineer, this would be going against one of the significant benefits of having a Trusted IT Partner who is a Managed Service Provider looking after you and your technology, namely access to a wide variety of individuals with varying specialities and expertise.
You will have a dedicated Account Manager to make sure you are always getting the service you require, and depending on the size of your organisation, a dedicated technology estate specialist to support our internal teams on your estate.
Will you work with our other IT supplier such as our printer company and primary application?
Yes, we work with, and manage, third parties for our clients to allow them to have a true one-stop for all their technology needs.
How long does it take to sign up and starting providing service to us?
If you do not have a current provider, we can onboard your organisation as quickly as one week.
If you are currently with another provider, we will seek a formal handover of services over a month to six weeks. This is due to a few reasons, but namely, we need to collect information from the current provider, conduct an audit of the infrastructure, and last three months’ service requests. These are critical to a successful handover and seamless transition between the incumbent and Novix IT.
Can you supply all our hardware and software we require?
Yes, we have partnered with all the big distributors in the United Kingdom, and some of the small ones too, to be able to provide our clients with a wide variety of hardware, software and SaaS (Such as Office 365 or Adobe Creative Cloud) solutions.
Will you work with our existing provider to transfer service over?
Yes, this is crucial to providing a seamless transfer of services to us.
Cooperation is critically important to this success.
How much do your Packages Cost?
We have a whole page dedicated to what is included in our IT Support & Cyber Security Package.
Click here to find out more.
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