support
More information
One of Samarind's key aims is to make sure that your system runs as smoothly as possible and that you have few problems with it. However, computers and people being what they are, things do go wrong and we're anxious to be there for you if they do. We do this by offering a range of support services to all our customers.
What is support?
If your computer system does not perform as expected and you're unable to resolve the problem, you probably need some expert help. This expert help is called support.
Often it's not obvious from the symptoms you're seeing whether the problem is a hardware failure, a configuration problem or simply that you're not sure how to do something. One of our key functions as support engineers is to talk the problem through with you in order to establish where the problem lies. Fixing it is then usually straightforward, especially with the remote access facilities we have these days.
At Samarind (unlike other computer companies you might have come across) you will always be able to speak to a real person, straight away, and your support call will almost always be dealt with by someone with detailed knowledge of your system.
Samarind support services
All Samarind networks and bespoke software applications include 3 months unlimited support, which includes site visits if required. When your initial free period is coming to an end, we contact you to discuss whether you would like to continue the support service and, if so, what level of service you would like.
Your network and/or software is probably critical to the running of your business, so you need to decide how long you can do without the system in question. Be careful not to underestimate your reliance on the system; how long could you really do without it? Think about how long your users could be sat about waiting for it to come back up if it went down completely. At what point would your business start to lose money as a result of it being unavailable?
Our network support service also includes file server 'health check' visits, network documentation, annual review meetings and general stragetic network advice over the course of the year. Please see our Network and Systems Support Services for more information, or e-mail info@samarind.co.uk.
Our bespoke software support service also has a number of special features, in particular offering a guaranteed fix time as well as a guaranteed response time. Please see our Bespoke Software Support Services for more information, or e-mail us as mentioned above.
If it's a hardware problem
Please bear in mind that Samarind's support is a system level service. It does not include hardware repair, which should ideally be purchased from the manufacturer when the equipment is first acquired if it is not included in the purchase price of the machine. It's particularly important to have on-site maintenance for file servers as these are the most important and expensive part of your network.
Even if you have an on-site hardware maintenance, you need to bear in mind that this does not generally include re-installation of the machine's operating system and other software, or restoring the system from backup, in the event of a hard disk replacement. We would generally handle this as a call-out under the normal terms of our support agreement.
Opening hours
Most of our customers work normal offices hours so our office telephones are manned between 9.00am and 5.00pm Mondays to Fridays, excluding public holidays and the period between Christmas Day and New Year's Day. Customers that require cover outside these times are provided with a number of mobile phone numbers which they may use out-of-hours. In addition, the general e-mail support address support@samarind.co.uk can be used to log calls at any time of the day or night and these will be attended to as soon as they are read.