AWESOME IT SUPPORT · AWESOME. 2 Eert T services or Businesses in amsire est Susse Pete Matheson Technical Director ... party, so make sure you don’t send it to the bin! Support

Call us anytime to talk about your IT 01329 888 625 1

FOR YOUR BUSINESSIT SUPPORT

AWESOME

Expert IT services for Businesses in Hampshire & West Sussex2

Pete MathesonTechnical Director

Welcometo

Thank you for considering Tekkers IT Solutions for your IT needs.

I started the company in 2011 after working long hours for little thanks as a Senior Engineer at a local, well-known IT company. Whilst there I heard many customers complain of waiting too long for IT Support, and so one of my primary reasons for starting Tekkers was to support local SME’s just like you with fast, expert IT Support.

We enjoy working with some fantastic customers of all sizes in Hampshire and West Sussex, from nursing homes with 2 PC’s through to Accountants and Solicitors with multiple locations and 100+ staff.

To date, we are yet to lose either a customer or a single member of staff - which I hope speaks testament to the service we provide our customers, as well as how we treat our own staff.

We have a raft of happy customers, some of whose comments are dotted across the pages in this brochure, and I’d be delighted to put you in touch with some of them directly if you need further proof of our service.

In summary, regardless of what business you are in - I’m sure you are an expert in your field, much like we are experts in providing an excellent IT service to our customers.

My job is to ensure we are great at what we do, so that you can continue to be great at what you do, and not get bogged down with IT.

Once again, thank you kindly for the opportunity to work with you and your business, and I look forward to speaking with you further.

PetePete Matheson, Owner, Founder and all around techie of Tekkers IT Solutions


OUR PRODUCTS AND SERVICES

Put simply, we provide products and services that we truly believe in.

Those that stand the test of time and those we have great experiences with.

We don’t sell ‘cheap and cheerful’, ever.

We recommend what we can put our heart and soul behind, and honestly say that it is right for your business.

We expect the equipment we provide to last, and the services we supply to be reliable and fit-for-purpose.

Our Internet connections, Backup and Disaster Recovery, Hosted Phone Systems and everything else we provide are


Our Internet connections, Backup and Disaster Recovery, Hosted Phone Systems and everything else we provide are stable, reliable solutions that we ourselves use day-in, day-out.

Finally, we are most certainly not the cheapest provider out there, and if you are looking for the cheapest provider then I would politely suggest you look elsewhere!

On a small number of occasions, we have even been told that we were the most expensive provider tendering - however on all of those occasions we have ended up winning the business because of the quality of our service.

Craig NixonOperations Director

RESPONSE TIMES

Since 2011, Tekkers IT Solutions have had an average response time of around 30 minutes to each and every

issue that has been raised by our customers.


Yes, this figure does vary month to month- with the highest figure I’ve ever seen being around 1 hour - but this still is vastly superior to any local competitor I’ve ever come across.

Keep an eye on our social media, as we often post our actual, real-life response times to show how true to our word we really are.

Matt ChestersSupport Engineer


WHAT ABOUT DISASTER?

When time really is of the essence to you - we really don’t like to mess around. Typically, in a disaster recovery scenario, we will work

on your issue immediately from our offices. Whilst this is happening, another member of our team will be dispatched

to your offices to assist further.

In some instances this has resulted in us calling the staff member back mid-journey, however typically we still allow the engineer to site to provide reassurance and to help with any knock-on affects of the recent issue.

With your approval - our team will work around the clock until your systems are operational again.

Connor CrawfordSupport Engineer

CYBER SECURITY

Cyber Essentials will help you meet GDPR and Data Protection laws and ensures you are

protecting your customers data accordingly. We take your Cyber Security very seriously, and recommend that

our customers go through the government-backedCyber Essentials accreditation.

This accreditation provides a basic grounding for IT Security for your business, and ensures your business is doing everything it can to both prevent and recover from a Cyber attack.


We have had a small handful of customers who have been affected, however not a single one of our customers who have followed our recommendations have suffered any form of Cyber attack, ever.

We recommend email systems are protected appropriately to avoid Phishing and Ransomware emails from getting in to your systems, that sufficient anti-virus protection is installed, and that anti-virus and Microsoft updates are managed and installed regularly.

When an incident does occur, we react swiftly to both resolve and restore your systems as quickly as possible. However, more importantly - we put steps in place to prevent it happening again and usually review your IT security as a whole to address Cyber Security as a big picture, rather than just the one-off occurrence.


Weekdays from 6pm through to 12am £112.50 per hour

12am through to 8am + weekends £150.00 per hour

Weekdays from 6pm through to 12am £225.00 per hour

12am through to 8am + weekends £300.00 per hour

We have a 24x7 On-Call service to provide support for urgent or business critical issues outside of our normal working hours. We offer this in 2 flavours with slightly different hourly charges.

1. For those who need contracted SLA’s we have a 24x7 Support Subscription at £199 per month, which provides a 2-Hour SLA out of hours.

2. For those who don’t need contracted SLA’s, there is no monthly fee.

1 Hour Minimum Charge

Direct Line to Our Engineer

1 Hour Minimum Charge

Problem submitted through voicemail

If you have our 24x7 Support Subscription: If you don’t have our 24x7 Support Subscription:

Matt ChestersSupport Engineer

So what do I do when something happens and you’re closed?

We’ve got you covered

with that too...

Q.

A.

Charges for out of hours are simple:


“It took under 2 hours to recover our entire server infrastructure...”“Our previously supplied backup solution was starting to fail on a regular basis so we took the opportunity to review the available options with Tekkers. We wanted a backup solution which offered both backup and DR capabilities with the reduced overhead of managing devices internally. Since the new system went live over 12 months ago we’ve only had a couple of instances where the backup has failed to complete overnight but these have always been rectified the following day. Tekkers have recently carried out a full DR rehearsal to their data centre for us to ensure all our data and services were recoverable. It took under 2 hours to recover our entire server infrastructure so we can be fully operational with minimal downtime.”Sarah Ussher, Design Unlimited


Your feedback makes us better...

Here’s how you can leave feedback:

Here’s an example of a recent piece of feedback:

This helps us stay on track and where possible exceed your needs too! We’ve got a few ways in which you can help us...

1 2Quarterly emailEvery 3 months once you have joined us, you will receive an email asking for some feedback on our service. This will come to you from a 3rd party, so make sure you don’t send it to the bin!

Support ticketsWhen (or if....) you need to submit a support ticket to us, you will see a few smiley faces when it is resolved which let’s us know how you found the service we provided on that occassion. Each click helps us get better, and we would love to see those happy faces - even the grumpy ones!

“They always respond to our support issues and they’re always very quick. What more could we want?”“Tekkers have always provided consistently excellent support. They’ve solved a number of issues that a previous supplier couldn’t, in a matter of minutes! They always respond to our support issues and they’re always very quick. What more could you want?”

Dean Churcher, Owner, CURA Homecare


How our feedback

system works

Support Issue

Received

Support Issue

Resolved

Feedback provided by

customer

Changes fed back to customer

Feedback actioned

and any potential improvements made


With Pay and Go Support - you simply pay for what you need at our standard hourly rate of

£85 p/h.If you have any issue with your IT, just give us a call or drop us an

email and one of the team will get back to you.

Our work is billed in 15 minute increments, and you only pay for the work we do. You won’t ever have to pay for our travel time, and there are no call-out fee’s.

The majority of our work is done remotely, to provide as little interruption to your staff as possible and to help us provide our fast response time. However, we can also visit on-site for

those issues which require a presence.

PAY AND GO SUPPORT


“I asked the team to come up with some words and thoughts when I said Tekkers. They said you are friendly, have a great sense of humour, we love your brand and that you live by your brand. No one is ever complaining, you’re really pro-active and we feel that you’re on it. It’s just a really nice customer service.

We think the customer service is probably, no not probably, is the best we’ve ever had in 17 years of IT Support.”Lisa Lavis,Managing Director Glow


Similar to pay and go support, however this allows you to buy a block of hours

up-front at a reduced hourly rate of £75 p/h.

You can then use them as and when you wish, be that remote or on-site support, or even out of hours work.

Hours also never expire so you don’t ever have to worry about losing hours which

aren’t used.

BLOCK TIME SUPPORT


“We have a great working partnership, trust their advice and would recommend them to anybody.”“Tekkers have supported us since 2015 and have always responded quickly to any issues. They’ve resolved several issues with our backup system where others had failed to do so and continually assist us with a wide range of issues. We have a great working partnership, trust their advice and would recommend them to anybody.”Alistair Austin, The Alarming Company


ESSENTIALS

Our Essentials service covers the very basics which you should already have covered off as part of your Cyber Security efforts.

24x7 Monitoring Service

Anti-Virus Protection for Desktops and Servers

Microsoft Update and Patch Management


“Our previous IT solutions supplier folded almost overnight, leaving us in a business critical situation”We approached ‘Tekkers’ and asked them to take us and our IT Infrastructure on for a three month period. Irrespective of the risk, they agreed, and immediately went to work for us. We have found the ‘Tekkers’ team to be thoroughly engaging, extremely helpful and ultra-efficient, so much so that amongst fierce competition, we have happily secured a longer term contract with them.”

Steve Lonnen, Commercial Operations ManagerProspect Estate Agency



Powerful Packages to Suit Any Size of Business

Pay and Go Essentials Block Time Silver Gold Platinum

Price Per User Per Month £5 per PC From £26 p/m From £36 p/m From £46 p/m

Password Management Never lose a password again, we securely store all of your passwords on your behalf

Centralised IT Documentation Accelerates response time and transfers knowledge of your IT environment.

Warranty & Renewal Tracking Alerts you when equipment warranties are due to expire, or any other software or services need renewing

Unlimited Support* All inclusive Remote and On-Site Support as needed on a daily basis

Opening Hours Support is available to you between these hours 9am - 5.30pm 9am - 5.30pm 9am - 5.30pm 9am - 5.30pm 9am - 5.30pm 8am - 5.30pm

ProActive Monitoring and Alerting Ensures issues are picked up before they become a bigger problem.

IT Audit & Documentation From our basic audit right through to a full, strategic and tailored plan worth over £3,000! Basic Basic Full Strategic Plan

Regular IT Reviews Regular meetings to discuss emerging technologies and ensure your IT aligns with your goals Annual Quarterly

Critical Response Time Contracted response time for Critical IT Issues 6 Hours 4 hours 1 hour

Standard Response Time Contracted response time for day-to-day Issues 8 Hours 6 Hours 2 Hours

Dedicated Primary Engineer Ensures a familiar face for projects and on-going support

Dedicated Support Line Get ahead of the queue with priority support

24x7 Support Subscription Dedicated 24x7 Support Line with contracted SLAs £199 p/m £199 p/m

Reduced Hourly Support Rate Benefit from lower hourly rates on projects and new installations £85 p/h £75 p/h £75 p/h £75 p/h £75 p/h


Pay and Go Essentials Block Time Silver Gold Platinum

Price Per User Per Month £5 per PC From £26 p/m From £36 p/m From £46 p/m

Password Management Never lose a password again, we securely store all of your passwords on your behalf

Centralised IT Documentation Accelerates response time and transfers knowledge of your IT environment.

Warranty & Renewal Tracking Alerts you when equipment warranties are due to expire, or any other software or services need renewing

Unlimited Support* All inclusive Remote and On-Site Support as needed on a daily basis

Opening Hours Support is available to you between these hours 9am - 5.30pm 9am - 5.30pm 9am - 5.30pm 9am - 5.30pm 9am - 5.30pm 8am - 5.30pm

ProActive Monitoring and Alerting Ensures issues are picked up before they become a bigger problem.

IT Audit & Documentation From our basic audit right through to a full, strategic and tailored plan worth over £3,000! Basic Basic Full Strategic Plan

Regular IT Reviews Regular meetings to discuss emerging technologies and ensure your IT aligns with your goals Annual Quarterly

Critical Response Time Contracted response time for Critical IT Issues 6 Hours 4 hours 1 hour

Standard Response Time Contracted response time for day-to-day Issues 8 Hours 6 Hours 2 Hours

Dedicated Primary Engineer Ensures a familiar face for projects and on-going support

Dedicated Support Line Get ahead of the queue with priority support

24x7 Support Subscription Dedicated 24x7 Support Line with contracted SLAs £199 p/m £199 p/m

Reduced Hourly Support Rate Benefit from lower hourly rates on projects and new installations £85 p/h £75 p/h £75 p/h £75 p/h £75 p/h£85 p/h £85 p/h £75 p/h £75 p/h £75 p/h £75 p/h

We try and send a single invoice each month, containing detail of your services.

Payment is collected automatically via direct debit on or around the 1st of Each month for our monthly services.

For any other purchases, payment is collected 15 days after invoice date.

Craig NixonOperations Director

So now we’re all set up, how simple are your Invoices?

Our payment process

is simple...

Q.

A.



Anything else?

If you need any more information, we’re

always here to help you, call us on:

01329 888 625


ConsultancyIT projects, installations or in-

depth technical troubleshooting

Strategic ReviewUse our expertise to help you

make the right choices

Back upRegular back ups of all

your critical files

InternetSuper fast internet when you need it

SecurityProtect yourself from

the nasty web

TelephonyComplete connected

phone solutions

What else can we help you with?You don’t need to go anywhere else when you have an IT frustration looming in your business. Let us help you with any of the below:

We’re always here for a chat...

Call us anytime on:

01329 888 625


“It was worthwhile and of great value to us.”“The Strategic Review was a great and worthwhile process to go through, which clearly identified the current state of play with our IT systems. We also had a detailed report informing us of areas that could be improved and a plan for implementing any changes across the coming months. The report also enabled us to plan the IT systems in line with our business development. All in all it was worthwhile and of great value to us.”Kirstin Geary, Office Manager Bryan Joseph



Why use Tekkers IT Solutions to backup your data?

Know where your data is stored; with our Online Backup solution, your data is stored nearby to allow fast restorations in the event

of a disaster.

Data can be couriered directly to you, or alternatively restored to a temporary server environment to allow you time to arrange for replacement equipment. Data backups are

scalable, backing up as much data as you require, with no need for purchase of additional equipment as your data needs grow.

Back upRegular back ups of all your critical files

EXTRA SERVICES

“We feel confident that we’re in safe hands with strong disaster recovery plans in place.”“Tekkers’ Online Backup service is excellent. We’re paying for peace of mind and hope we never have to pull all the files down from the cloud as something will have gone badly wrong! With Tekkers looking after our IT, and the Online Backup in place, we feel confident that we’re in safe hands with strong disaster recovery plans in place.”Darren Simmons, Director The Executives in Sport Group



Strategic ReviewUse our expertise to help you make the right choices

Ever felt that your IT systems are preventing your business from reaching it’s full potential?

A Strategic IT Review could be just what you need.

Our strategic IT review takes a look over your IT systems in their entirety. We look at how you use your existing systems and applications, and see if you could take advantage of any new technologies

to push your business forward.

A review also identifies any areas in your IT systems which pose significant risks, with a clearly defined strategy on mitigating those risks.

Once the review has been completed, you will be provided with a clear strategy on areas that can be further improved or developed in coming months or years, to align with your own business goals.

EXTRA SERVICES

“It’s great to see the current state of our IT systems and it allowed us to plan and budget for the years to come.”“Presented in a report, our IT infrastructure was broken down into a simple, easy to understand document which highlighted areas that could do with improvement. It’s great to see the current state of our IT systems and it allowed us to plan and budget for the years to come. The report was followed by a number of meetings to discuss the way forward, and work was scheduled in to remediate minor issues immediately.”Terry Buckel, Director Astute



Attention! If you don’t have the following security measures in place, you probably

aren’t protected...

SecurityProtect yourself from the nasty web

Desktop & Server Antivirus

Policies, Procedures

and Physical Security

Email Anti-Virus

& Anti- Spam

Web Security

EXTRA SERVICES


“Very smooth service, much appreciated.”“As our company expanded it was getting too difficult to maintain sufficient anti-virus protection across our network. All the staff at Tekkers were friendly and helpful and were able to remotely set up proper anti-virus across our network, with virtually no disruption to our day to day activities. Very smooth service, much appreciated.”James Benfield, Facilities Manager Christopher Hoare Tree Services


ConsultancyIT projects, installations or in-depth technical troubleshooting

Wouldn’t it be nice to get a Specialist’s advice for your IT products and projects?

Tekkers can provide a range of consultancy services to aid in your business IT projects, installations or in-depth technical

troubleshooting.

From design and planning of large scale projects such as infrastructure refreshes or disaster recovery through to assisting existing IT departments with troubleshooting and resolving

complicated technical issues. Our advice is always impartial and unbiased.

EXTRA SERVICES


We were right to award the project to Tekkers... “I’d like to thank you both for your efforts and patience untangling the root cause of the problem and coming up with an innovative and workable solution that was transparent to the user base (even when suppliers and the manufacturer were unable to do so). That has convinced me that we were right to award the project to Tekkers in what rapidly became a more protracted, difficult, and complex roll-out process than any of us envisioned.”Stephen Court Crondall Energy


Business-grade Internet connectivitywith support to match

Have you ever had issues with your Internet and had to waste time on the phone to BT trying to get them to fix it?

Move your Internet requirements over to Tekkers and we take care of everything for you.

InternetSuper fast internet when you need it

EXTRA SERVICES

Our Internet connections are reliable, and we often notice when BT have an outage as our monitoring systems flag up that our customers still with BT direct have all lost connection - whereas those who have got their Internet through us are still working! In fact, I can’t even remember the last time we had a leased line fault.

When trouble does hit, our team can quickly troubleshoot issues and even dispatch BT Special Faults Investigation engineers without needing you involved.

Elliot BathService Desk Team Leader



Affordable, Flexible telephone solutionsfor your business.

Horizon enables you to ditch those costly and unreliable ISDN phone lines, instead placing all calls over the Internet.

This typically saves you money, and provides you a modern, feature rich phone system which is constantly being updated with new features. It can also help achieve PCI Compliancy, has call recording built-in and call statistics can be used to improve how your staff answer the phone.

It also has built-in disaster recovery, to allow your business to operate even if your staff are snowed in and can’t get in to your office.

TelephonyComplete connected phone solutions

Brought to you by:

EXTRA SERVICES


“Horizon has been somewhat of a revelation...”“Tekkers recently installed and set up a Horizon hosted phone system for us. It has been something of a revelation - the smartphone app has enabled me to be ‘in the office’ wherever I am, which has been especially helpful since we have recently expanded to two locations. The ability to log into the admin panel and make changes anywhere is incredibly useful as well - a great product and service.”Dan Roe, Director, Timothy Roe Fine Jewellery

At the time of writing this we have 12 staff, 8 of which are technical.

We have grown organically since we started in 2011, and although we are constantly trying to figure out the magic known as marketing, it is our customers referrals who have helped us grow.

We are very grateful that our customers love our service so much that they recommend us to their peers, and I hope that you would love our service much in the same way.

That said, we have plenty of customers who I’m sure would be more than happy to speak to you if you wanted some real feedback on how we perform.

If you still have any questions, please don’t hesitate to call or email either myself or Pete via the details below and we’ll do our best to answer them.

FOOTNOTE


Thank you for taking the time to read through our welcome pack.

I hope you now know a little more about who we are and how we can help you.

41

Craig Nixon

Operations Director

Erica Matheson

Finance Director

Pete Matheson

Technical Director

01329 888 625

[email protected]

www.tekkersit.com

Furzehall Farm, Wickham Road, Fareham, Hants, PO16 7JH

Office Hours: Mon-Fri 9.00am – 5.30pm Out of Hours: Available outside of office hours

Using our Customer Portal, available at www.TekkersIT.com

The Portal allows you to create tickets, view all other open or closed tickets, View invoices and access all of your open quotes.

Documents

AWESOME IT SUPPORT · AWESOME. 2 Eert T services or Businesses in amsire est Susse Pete Matheson Technical Director ... party, so make sure you don’t send it to the bin! Support