Fairhurst Support

We offer 3 levels of support at Fairhurst:

• Internet Support – Level 1
  
• Telephone Support – Level 2
  
• On-site Support – Level 3

Internet support

As a client of Fairhurst IT you would be given a username and password for our web site to log any IT related problems. These incidents are logged on our main server and allocated to a relevant technician. If it is a basic problem the technician will send you an email stating the solution. If it is a more complex problem, it will be advanced to the next level ie Telephone support

Telephone support / Remote access

The technician will telephone the user and try to diagnose the problem. A high percentage of problems can be solved this way. At this stage the technician may also use remote access to take control of the affected computer.

On-site support

Multiple problems or more complex problems may require an on-site visit. These visits depend on the seriousness of the problem and will range from standard Next-day cover to same-day. Currently all problems that require a technician on-site are sorted on a same-day basis.

Prices

Support is charged at £59 per hour.