• What is the support contact length, and how soon can we cancel?
Your Network Fish contract entails no long-term obligation. You can cancel any time with 30 days’ notice.
• Can I see a sample of the contract document?
Of course. You can download a copy of our IT support contract here.
• Is there any small print we need to watch out for?
Our terms are very transparent, and there is no small print or hidden fees in the contract.
• 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.
• So what do you support?
We support all your computers, servers, network equipment, mobile devices, laptops and more.
• How do we report an issue?
You can either contact us on our email address email@example.com or call our hotline on +44 (0) 207 403 4031.
• How do I track the progress of my issue resolution?
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.
• How fast will you respond to our requests?
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.
• Do you support Macs and Apple devices?
Our team has the necessary skillset to quickly and efficiently support all existing Apple devices including, iMac, iPhone, MacBook, MacBook Air, iPad, Time Machine, AirPort and others.
• What can I do if my issue is not resolved or if I have a complaint?
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.
Should you wish to escalate your case further, or if you have a complaint, our office manager is here to assist and ensure that you are satisfied.
Be advised that your complaints are treated confidentially and seen only by our management. However, should you wish to send an anonymous complaint, you can submit it to firstname.lastname@example.org.
• How much does your service cost?
You can either use our services with a monthly fixed fee, or on a pay as you go basis. Our IT support subscription contract cost is calculated from the number of computers, servers and sites you have and is billed monthly. Our pay as you go price for business working hours is £100 per hour.
• What does the IT support contract cost cover?
The standard IT support contract covers the support of all your existing equipment during business hours, and much more. Please see the Costs page. We charge £100 per hour additionally for ‘project’ work, including:
-Upgrades of four or more computers at a time
-Expansion of network or number of computers
-Installation of new services or servers
-Migration of data or services
• What are your working hours?
Our offices operate at full capacity from 9am to 5pm from Monday to Friday. During weekends and holidays, we have on-call engineers who can respond to your urgent requests.
• How many people work for Network Fish?
We have five field engineers, six remote engineers and two sales/accounts staff.
• Where are you based?
Our London office is in Highbury and our remote service desk is based in Sofia.
• How long have you operated, and what is your history?
Our company was founded in 2002 by Julian and Jonathan, who have a passion for high-quality professional IT support. Since then, we have grown and earned the trust of many London-based and international customers.
• Who is your director?
Our director is Dennis Dimitrov, who has been running the company since 2009. He has a strong technical background and understands business IT very well. In addition to his directorial duties, he also advises the engineers on more complex technical problems. He likes to work alongside the remote team on support tickets, so that he has better insight into our customers’ issues and how to improve our service.
You can always email him directly on email@example.com if you have a question for him.