Consistency and Continuity
The better we understand your environment, the better we will be able to support you. To this end we will allocate one of our engineers to be your Account Systems Engineer. Your engineer will take a particular interest in your company and will become our technical specialist on your environment.
Other engineers will be involved in supporting you too, so that we don’t become over dependent on a single engineer for support and knowledge.
Response time Commitments
I.T. support providers typically still quote response times in terms of hours to deliver an engineer to the customer’s site. In our view this is a misleading and outmoded approach to service delivery and measurement. Putting their engineer onsite represents the commencement of their work, rather than the delivery of the service you need i.e. your problem solved!
Whilst no provider can commit to a resolution time, we aim to deliver solutions from within minutes (or even seconds!) after receiving your calls. This compares very favourably with the fastest industry standard commitment of 4 hours until an engineer arrives to begin work onsite. Even when attendance onsite is required, our work on the problem will already be well advanced.
Security & Confidentiality
We apply security measures throughout our support systems. Our engineers understand that customer information is confidential and are trained to protect your confidentiality at all times. If necessary we will sign reasonable non-disclosure agreements.
Reporting and Management Reviews
We will keep you informed about our progress against your support requests. Your follow-up calls to add new information or ask questions will be welcomed at any time.
Our services include periodic reports to you on the status and performance of your systems, with recommendations for upgrades or replacement equipment.
We will work with you to ensure software licence compliance.
We will agree with you a frequency (initially quarterly and usually moving to annual) for a regular Management Review of your IT provision, of Berica’s service and of our mutual relationship. We will agree the agenda to meet your needs and this will include a review of the terms of our support and relationship when necessary.
Our engineers are graduate Computer Scientists, trained by Berica. Typically we recruit “internally” from our one year university student placement scheme; selecting suitable candidates for permanent recruitment. We run an active ongoing training programme, augmenting internal training with courses and accreditations from industry leaders such as Microsoft and Cisco Networks.
Our selection and training reflects the need, not only for technical ability, but, arguably more importantly, for the capability to relate well to others and to converse about complex technical subjects in everyday language.
Our business owner was an IBM executive for many years. We seek to emulate the consulting and service excellence of this industry leader, bringing it to small and medium client organisations, whilst adding the personal touch and flexibility of a small business.