IT Support FAQ

How do I contact ASG when I need IT support?

There are 3 simple methods of contacting the IT Support team at ASG:

	By telephone – you will be given a direct line telephone number to get you straight through to the Service Desk Team. In the event that the team are all on the phone reception will take a message and an IT Support engineer will call you back. Your call will always be answered by somebody who speaks plain-English instead of “techno-babble.”
	By email – you can mail our IT Support team directly. Your email will be automatically logged on our system and assigned to an engineer so that your issue is never lost. An engineer will quickly call you back to resolve your IT Support problem.
	By a single mouse click – we will install a small IT Support agent on your PC. This will appear as an icon on your screen. When you need IT support just click on the icon and log the call directly into our system. An engineer will quickly call you back to resolve your IT Support problem.

Choose the method that suits you and we will sort out your IT Support issue.

How do you deliver IT Support?

When you are on the phone to our IT Support team you can pass the management of your PC to our engineer by clicking on the pop-up box that appears on your screen. We will then diagnose the problem and solve it in exactly the same way as we would in your office, but without the delay, inconvenience and cost of getting an expensive engineer onsite.

You’ll be able to watch us fix your problem as we talk with you on the telephone, or you can get on with something else while we fix the problem for you.

Will I know who is working on my PC?

Yes, we work in small teams to make our IT support more personal and efficient for you. You will quickly get to know the team and we will know your system and your business imperatives.

How quickly should I expect to wait for IT Support?

Most of the time you won’t need to wait at all. Over 77% of the time that you call for IT Support you will get directly through to our engineers. Alternatively they will arrange to call you at a time when it’s suitable for you.

Is there anything the IT Support contract does not cover?

Many of our clients choose our "Total Care" IT Support contract that for a single monthly fee covers everything except projects such as moving office, installing a new server, etc.

And if you have an IT Support contract we will give you a discount for additional IT projects.

Do you come into our office when we need IT Support?

Yes we will. In the first instance we will try to resolve you problems remotely as it cuts out the inefficiency and delay associated with travelling to you.

Of course if we can’t solve it remotely we will come to your office and sort out the problem for you.

Why do ASG provide remote IT Support – is onsite IT Support not better?

ASG are remote and onsite IT Support Company. Remote IT Support is much more immediate. It allows our IT Support engineers to solve your problems without the cost delay and inconvenience of having somebody come to your office.

However when required we will come onsite to solve your problem, install new hardware, complete a project, etc.

Onsite support is included within our "Total Care" IT Support contract.

Do you provide IT Support for PC’s?

Yes, we have expertise in both Windows PC and Linux. We also support Blackberry and other smart phones too.

Can ASG help us with IT Support for our mobile phones?

Yes, ASG will act as your IT Support department helping to support all your technology including phones such as the Blackberry, iPhone, etc.

How do you prevent IT Support problems?

At ASG we have made a substantial investment in tools similar to those used by well equipped Corporate IT Support departments.

This means that we can monitor your systems for problems and often nip them in the bud before they can become bigger issues.

We also include all your anti-spyware, anti-virus programs and anti-spam within our IT support contracts and manage them for you. This prevents many of your problems.

In addition to this we will advise you on your IT strategy so that your system is built on form foundations. This doesn’t mean spending more money. Often getting the right IT in place is actually cheaper.

What type of companies does ASG provide IT Support for?

Our core clients are commercial businesses with between 10 and 150 PC’s and 1 or more servers, but we do have both larger and smaller clients.

The type of companies that we serve include:

How much does an IT Support contract cost?

Depending upon their requirements and size, our clients generally have a monthly IT Support contract of R5000 - R20 000 per month. This includes all IT Support, system changes, remote support, onsite support, all security software (anti-spyware, anti-virus and anti-spam) and an allocation of online data backup so that your most important files are backed up and stored offsite.

What geographic areas does ASG cover with IT Support?

The majority of our clients are in Gauteng, in the East Rand. These East Rand areas are serviced from our offices.

However with our remote support systems we are actually able to support clients and PC’s anywhere in the world. We have supported remote users and satellite offices as far afield as New Zealand, Australia and local provinces such as Cape Town and Durban.

Can ASG support my branch offices?

With our remote support systems we are actually able to support clients and PC’s anywhere in the world. We have supported remote users and satellite offices as far afield as New Zealand, Australia and local provinces such as Cape Town and Durban.