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In simple terms, a user would encounter an issue and call their support provider to rectify it. Now, there has been a shift for small and medium-sized businesses towards more pro-active ‘Managed Support’ agreements.
These agreements see services provided at an agreed fixed price. They include pro-active monitoring and maintenance of all hardware and software elements on the customer’s network. The aim is simple – you spot potential issues or security threats and then neutralise them. This makes far more sense than waiting for services to stop working and then responding.