Documentation

What is Total Support?

Total Support is a service that has been developed specifically for small to medium sized organizations to help them get to grips with their IT infrastructure. In a nutshell it delivers all the knowledge, skills and experience of an IT department without actually having to employ them. More than that it gives you access to that Virtual IT Department 24 hours a day; there are no holidays or sick days for this IT Manager! You have an IT person or department? That’s not a barrier - We don’t just administer networks, we have extensive experience of upgrading, migrating, troubleshooting, optimizing and polishing all manner of systems – so we’re fully prepared for those times when the problems are not solved by the textbook answer.

Total Business IT Support

We’ve run a busy helpdesk for over 25 years so we’ve got a pretty good idea of what our customers want and what they don’t; very simply they don’t like surprises!

They need us to understand which “bits” of their network are important to their business, and then make sure we keep them available for use.

They also quite rightly want value and control of their finances, and avoid the headache of fluctuating and unintelligible monthly bills.

Like our customers we don’t like surprises either, so our support services are underpinned by a unique and comprehensive monitoring and management system.

We’ve learnt a few lessons over the years and know what a reliable network should consist of. We’ve set some modest minimum standards so that our relationships start off on the right footing.

We follow ITIL prescribed best practices in call logging and resolution; we are strict with ourselves to make sure you get the same level of service each and every time.

FMI's Total Support service provides your business with all the knowledge, skills and experience of having an IT department, without the cost of employing one.

Features of Total Support

Unique service reporting

24*7 Support as standard
Simple fixed price cost structure – www.fmi.co.uk/supportcalculator
Access to straight talking technical specialists
Anytime access to your FMI dashboard
Strategic advice based on real business specific information
Dedicated Account Management and Technical Contact

What do you cover?

FMI provide five categories of support to a customer. You can subscribe to any combination of these services to provide the precise coverage you require.

Server covers the infrastructure that runs your network; the servers, storage and network equipment

Workstation covers the laptops and desktops that run your business, whether in the office or at home, as well as the printers, scanners and fax machines that you need to get the job done.

Email Anyone who has owned an Exchange server knows that the administration is a considerable additional task on top of the normal Server work.

Telephony We provide support for the phone system that runs your business. Our preferred systems are Mitel, IP Office or Splicecom.

Internet This service covers the broadband connections from your office to the internet, your firewalls and security devices that protect your browsing and any office-to-office links