IT Support

Is a term used to describe any form of support which relates to your IT systems. This can include your servers, workstations, printers, scanners, networks and infrastructure. We provide IT Support but we provide it with a range of services designed to give maximum flexibility to our customers when tailoring an IT Support Contract.

ICT Support

Is the same as IT Support above, but also specifically includes communications. This term is gaining popularity in recent years, but most people still refer to it as just IT Support.

Server Support

Would be support solely for your Server(s). This would not include any infrastructure but would include the server operating system software. Support for specific server software would possibly be added to a sole server support service.

Back-office Support

This is a term that is used more and more in recent years and it refers to everything that would be in your "back office". An example would be your Servers, Core Network Hardware, Storage Arrays, Backup Devices, and probably Telephone/Communication Systems.

Front-office Support

This is a term that refers to everything that is NOT in your back-office. An example would be your workstations, printers, scanners, faxes, phones, etc. Front-office support is more often provided as part of a comprehensive IT Support contract covering Back-Office and Front-Office support.

Phone Support

Is Support that can be obtained by calling us, or having us call you (via the callme interfaces). Phone support is best suited to front office software issues and can be a quick and convenient method of solving a problem.

Remote Support

This is a service that is becoming very popular, allowing us to quickly and efficiently resolve back and front office issues by connecting remotely to the problematic machine and remotely controlling it. Remote Support is almost always provided with our support contracts but is also available separately.

On-Site Support

When an engineer is required to visit your site, either to repair an issue or to provide training/education then we would class this as on-site support. An IT Support Contract will often make some provision for on-site support, either comprehensively or on a discounted T&M basis.

Emergency Support

When things go wrong and need help right now, then Emergency Support is the service to provide that level of support. Available 24 hours a day, 7 days a week, 365 days a year, Emergency Response support provides complete coverage for mission critical failures. This service can be booked via the GENSupport.net website and an engineer will be allocated immediately. Emergency Support is more expensive out of hours. Emergency Support can also be applicable to forensic analysis and consulting at "Scene of Crime" situations.

Response Time

One of the key components of any IT Support Contract is the definition of the response time. This is the time that we guarantee we will not exceed when responding to a request for support from you. We offer guaranteed response times from 5 days Monday to Friday,  to, 1 hour 24/7. The level of response can be tailored to specific services, for example, in our SLA12 contract, a failure of your server would be a 1 hour response 24 hours a day, but the failure of a users PC would be a 4 hour response 24 hours a day.

Swap-out service

Is provided for support contract customers who have mission critical hardware both at their sites and in the field. With this service we will guarantee replacement hardware within a specific timeframe. For example, if you had a number of sales representatives who depend on their laptops, we could guarantee a 4 hour swap out service. In this case if someone broke or lost their laptop, we would provide another one by hand within 4 hours optionally configuring it for use.