IT support is at the heart of everything we do. Modern Networks delivers fast, reliable technical support by email, telephone and online during business hours. We also provide on-site technical support and offer an out-of-hours service. Our friendly, highly skilled team of engineers are available to diagnose problems, fix faults and get you working again as quickly as possible with the minimum of fuss.
Break-fix versus managed IT support
IT support comes in two flavours. There is break-fix and managed service. Break-fix technical support is reactive. When one of your IT systems breaks, you call someone to come and fix it. Break-fix response times can be slow, the length of downtime is uncertain and repair costs can be high.
Managed service IT support is proactive. You get a dedicated team of service engineers who are always available by phone, email and online. Additionally, we proactively monitor and maintain your IT network, improving performance and significantly reducing unexpected downtime. Unlike the break-fix model, where costs can spiral, managed technical support is provided on a fixed-cost basis. The managed service model makes your IT administration and budgeting easier. We also clearly define the level of service you can expect from us.
Benefits of managed support:
- We provide you with continuous technical support
- Maximise your uptime
- Improve your productivity
- Increase your network security
- Help ensure you remain compliant with the latest regulations
- Monitor, maintain and actively manage your IT network
- Fewer IT failures and less unexpected downtime
- Defined levels of service you can expect
- Lower costs than the break-fix alternative or hiring your own in-house IT people
- Fixed monthly investment makes budgeting easier
- Tailored IT services that meet your business needs
- On-going professional advice and guidance.
Commercial property expertise
Modern Networks have provided IT support and managed services to the UK’s commercial property sector for over twenty years. We have unrivalled experience of supporting the day-to-day running of over 1800 office buildings and shopping centres. Over the years, we have helped ensure the smooth transition of numerous properties and portfolios between managing agents, on-boarding and off-boarding thousands of IT service users. Recently, we transitioned all IT services of 12 major UK shopping centres in just three months.
Defined levels of service
Having one of your IT systems go down during the middle of a busy workday is a big problem. However, not knowing when your systems are likely to be restored can make a bad situation worse. When you choose managed IT technical support we provide you with defined levels of service.
Our SLAs (Service Level Agreements) ensure a fast, professional response and resolution of all technical support issues within strict time limits. Our team of highly trained Service Desk engineers have a wealth of knowledge and experience, and consistently score over 90% for client satisfaction and happiness according to Customer Thermometer.
On the rare occasion, when we cannot resolve a technical issue remotely, a Modern Networks engineer will attend on-site as soon as practical and convenient for you. Ultimately, our aim is to prevent technical issues from becoming problems, and to keep your systems running at peak performance.
Please note that calls to Modern Networks Service Desk may be recorded for training purposes.
Calls to other Modern Networks direct dial numbers (DDI) that are subsequently transferred to the Service Desk might also be recorded and used for training purposes.