Small Business IT Support Contracts from Endrick IT - Trusted by over 200 businesses throughout Central Scotland

The Endrick IT “Computer Care” IT Service provides affordable proactive computer management and technical support to home and business computer users. Utilising our unique framework for providing pro-active managed computer services, Endrick IT provides a range of proactive services to keep your computer system up and running and bug free.

Endrick IT offers one very simple package with no hidden extras and no complicated add-ons to choose from. We feel this package will suit the majority of computer users, but will be more than happy to tailor the package to meet your needs.

	Unlimited instant remote technical support
	Supplied and fully managed corporate level Anti-Virus software
	Internet browsing security
	Weekly computer healthchecks
	Performance optimisation
	Firewall security management
	Patch Management
	Computer repairs and upgrades (pay for parts only)
	Receive instant support from fully qualified and experienced helpdesk technicians

Features and Benefits explained

Unlimited remote technical support; call or email us for immediate technical support for faults and problems with the operating system, application software and hardware. No more headaches trying to solve technical issues and endless PC reboots!

Corporate level Anti-Malware, Anti-Spyware and Anti-Virus software; stay bug free and browse online with confidence

Fully managed malware, spyware and virus protection; let us scan and protect your system using various protection modules all managed back at our office

Internet browsing security; we will instruct your protection modules to block poisoned websites and keep the modules up-to-date with the latest website threats. More free time work (or play) and be safe online

Weekly computer healthchecks; real healthchecks not just System Scores used by most pro-active monitoring companies. We perform on a weekly basis; disk performance checks, disk optimisation tasks, full deep system bug scans, registry clean ups and many other important operating system integrity checks

Performance optimisation; we monitor processor (CPU) prioritisation and adjust according to your preference or recommendations. We also check for programs soaking up your computer’s resource, thus stopping that “unusual series of slow periods!”

Firewall security management; we manage your intrusion prevention software and monitor potential attacks on your system.

Patch Management; critical and important software updates all approved and managed by us.

Can’t be fixed remotely? Get it fixed at our office free of charge or take advantage of our on-site call out service at a discounted rate

Computer repairs and upgrades; drop your PC in at our office and only pay for parts used to upgrade or repair the PC. This could potentially save you hundreds of pounds

Friendly and experienced helpdesk technicians; speak to experts with many years expertise and a great deal of patience. Our technicians will also speak to you using laymen terms and not bombard you technical jargon

Cost?

Small Business IT Support - all these benefits for £11.99 per month for one computer. Want more computers covered?

£10.99 for (2 to 5 PCs) and £9.99 for (6+ PCs)

All prices quoted include Anti-Malware, Anti-Spyware and Anti-Virus software

Onsite Service

Benefit from on-site discounted rates;

	No call-out fee
	No fix, no fee
	£30 for the first half-hour, £20 per half-hour thereafter
	Collect and return service £19.99 and pay only for parts used

Telephone Engineer Helpdesk

You can contact our Technical Support Helpdesk by telephone or email Monday to Friday 9am to 5:30pm and email for support at all other times. Calls on average are answered immediately and problem diagnoses starts immediately after the technician takes the call. Support request emails are also dealt with as soon as received. However, during busy periods calls/emails may enter a queuing system and will normally be dealt with as soon as a technician becomes available. The Average time to case completion is 15 minutes. Every support case raised will be entered onto our system and you will receive email or telephone progress reports throughout the entire support case.

Qualified and Experienced

Small Business IT Support but every Endrick IT technician is qualified to at least Microsoft Certified Information Technology Professional (MCITP) for Enterprise Support using Windows Vista, 7, 8 and Microsoft Office Suites (previous MCDST for XP and older Office suites is also required). This goes beyond the entry level Microsoft Certified Professional (MCP) qualification. This coupled with at least 5 years’ experience per technician means that whatever you throw at our technicians, they will not only be competent enough to fix the problem, but more importantly, be able to communicate with you in a manner that speeds up the entire fix support case and helps you relax during the entire process (no more stressful telephone conversations that just go around in circles!)

Remote Support Security

As per our usual remote support standards the service is fully guaranteed to be secure at all times whilst communication links between your PC and our technicians are in use. Our remote software uses SSL 256bit encryption technology (the same the banks use). Your data is safe and access will only be granted by you the user. Remote sessions are completely transparent, meaning that you can see us controlling your PC and you will see a “Remote Session in Progress” bar at the top of your screen indication that an active remote session is in progress. Your computer’s keyboard lights will also flash.

Initial Setup Procedure

New accounts take approximately one hour to setup and we require approximately 3 hours initial remote time to configure, optimise and secure your PC.

You will receive a link via email that will detail the installation of our remote support software. Once you have installed this software we can then remotely control your PC. We will also install our security software modules and may have to uninstall any software including internet security software that ENDRICK IT deems to be detrimental to the security and privacy of the PC user and any software that impedes our remote support software in any way.

FAQ

Q. Can you see what I’m doing on my computer?
A. No, only if you request remote support and we connect to you PC can we then see your screen
Q. Can I easily sever the connection completely between Endrick IT and my PC?
A. Yes, at a touch of a button you can disable the remote support software. However, this severs all communication to the PC and will also prevent us from performing maintenance tasks etc. You can simply hit the enable button to put things back to normal again.
Q. Are the remote sessions secure enough to prevent data capture?
A. Yes, we use the same SSL 256bit encryption technology that the banks use on all remote sessions and maintenance tasks
Q. Will the remote support software be easy to install?
A. Yes, it normally takes under a minute to install and requires minimum user input. You only have to do this one time only. As long as our remote support software remains installed we will be able to connect without any problems.
Q. Will you need to know my username and password for my PC?
A. No, we will not ask you for your user account password. When you install the remote support software, it has an embedded maintenance account and this allows us to perform maintenance tasks and solve problems without using your own login details. This protects your privacy.
Q. Will I be able to choose when scheduled maintenance or healthchecks take place?
A. Yes, we have various time slots to choose from and this can be altered at anytime
Q. What if my PC is turned off when you need to perform maintenance tasks or solve problems and I’m not around to turn the PC on?
A. We may be able to turn the PC on remotely if another PC is present in your home or business network. This feature may be restricted either by the customer or computer capability.
Q. Will I have to wait for the next scheduled healthcheck if one is missed?
A. No, we can schedule in new healthcheck as soon as convenient for both you and ENDRICK IT.
Q. I already have Anti-Virus software that I have paid for, can I still keep it?
A. Yes, we may recommend that you keep any purchased anti-virus software. However most anti-virus products do not support all threats out there, so we will in all probability, install our own protection modules
Q. Do I need anti-virus software? I only use my PC to check emails, look at pictures and log onto my bank’s website.
A. No, no, no, no, no, no, NO! Precisely the wrong attitude to have - this is the most common mistake that you can ever make! Virus creators just love this type of user. You must have anti-malware, anti-spyware and anti-virus software installed, up-to-date, running and programmed to run scans.
Q. Will Endrick IT 100% guarantee that no viruses will infect my PC?
A. No, we cannot guarantee this, but we can say that if the user does not override any detection warnings that our software indicates to you, your PC is 99.9% less likely to become infected than that of a PC that is not maintained by us.
Q. Does Endrick IT protect against rogue threats?
A. Yes, we will protect against and kill any rogue threats
Q. Do Endrick IT store information about me?
A. Yes, we hold your name, address and contact details, bank details for the Direct Debit, and any computer case notes. Endrick IT and all employees of Endrick IT will not pass on your personal information to any other third party.
Q. Is the information your store about me secure?
A. Yes, we store all your information securely on-site at our office. Only selected staff members have access to your details.
Q. Is the “Computer Care” package suitable for business users?
A. Yes, this service is suitable for business users. However, you may want to consider a more tailored package to suit your business requirements. Endrick IT provides server support called “Server Care” that may be better placed for your business.
Q. If I decide to end the service contract, what happens to the software Endrick IT installs - does it get removed?
A. Yes, we will uninstall any software installed by us. However, we will not leave your PC unprotected any will install free versions. This is part of our sing-out procedure and is automatically processed.
Q. Is you call centre in the UK?
A. Yes, we have a small office in Scotland and we also have technician’s working from home around the Glasgow area and they are linked to our telephone system.
Q. What if I run out of disk space, is this included in the free upgrade service?
A. Yes, we will only charge for parts for all upgrades if the PC is brought to us. This includes disk cloning.
Q. How long will my upgrade take?
A. It depends on the type of upgrade and availability of parts. However, we will normally order parts and only ask for the PC when the parts are delivered. We will on average begin work on the same day the PC is received.
We are sure that you will have many more questions to ask. Please do not hesitate to call us or request a call back at any time regarding any further questions that you may have. IT Support Contracts information

General Conditions

This subscription is open to both home and small business users. All prices quoted are VAT exclusive. The Computer Care Service is offered on a minimum 12 month contract term. Unlimited technical support does not include software training. Get you PC to us for repairs, upgrades and issues that cannot be resolved remotely and we will only charge for parts purchased (if any). Payment by Direct Debit only and can be collected on 1st or 15th of the month. Terms and conditions apply

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