FISH NETWORKS LIMITED

ABOUT FISH NETWORKS LIMITED

• Do you support all software in our business?

We support your operating system, Microsoft Office, other commonly used programs such as Skype, your internet browser, printing, scanning, email and much more. We prefer to speak to your software vendor for specific third-party bespoke applications such as Sage, QuickBooks and other custom software. This ensures we provide the high level of service that your business deserves.

Immediately after you get in touch, we create a support ticket in our helpdesk system, which is assigned to an engineer skilled in the area of your issue. He will then contact you either via email or phone to discuss your ticket and assist in resolving it. You can log in to the helpdesk with your own username and password to follow progress, or just watch your mailbox for any ticket updates.

Within business hours our response SLA is 15 minutes, but we usually get back in touch much quicker – around the five minute mark. If your problem requires a field engineer visit to resolve it, they will be with you within 2 hours.

• How can the helpdesk engineer help me if they are not in our office to see my computer?

The remote engineers use LogMeIn and TeamViewer to connect to your computer and use it as if they were in your office. This never happens without your permission.

In the unlikely event that your issue cannot be resolved by our team, we will contact the vendor of your software / hardware and work with them to quickly bring your case to a resolution. We are a Microsoft Silver Partner, which gives us fast access to the best technical team for all things Microsoft. Our close ties with Dell and HP technical support ensure that your computer can be looked at quickly by their field engineers if necessary.