Supporting your IT - Plain and Simple

IT Support

Through the implementation of our tried and trusted technologies and standards, we will be able to reduce day to day I.T issues and thus bring about cost savings. Our standards are based on Microsoft Best Practice, implemented to work best within the South African business context.

Aston renders I.T. services to clients based on the individual needs of clients businesses and trusted pro-active support and maintenance techniques.

Projected I.T. costs are based on the needs of client businesses and expected hourly support requirements, which are calculated using metrics that are determined by continuously analyzing all of our clients support requirements across the entire client base and then taking individual business nuances into consideration.

Ultimately clients are able to budget for I.T. support with very little variance from month to month.

Forewarned is foretold:

To strengthen our daily user support, Aston IT Solutions proactively monitor and support all of our client networks allowing us to forewarn our clients of possible risks that may lead to potential system downtime. Combining the day to day support with our proactive support systems have seen our clients enjoy peace of mind.

Pro-active I.T.

Aston IT Solutions’ proactive approach to I.T. infrastructure integration and support (including but not limited to network, server, desktop, laptop, slate and phone) remain our highest priority, since this ensures that we deliver the highest quality service possible.

Our proactive approach encompasses:

  • Turnkey I.T. infrastructure design, development and installation.
  • Monthly planned client support and upgrade visits.
  • Quarterly Infrastructure audits and requirements analysis with resultant proactive budget and project planning.
  • Hardware road map management.
  • Software road map management.
  • Remote support, inspection and setup.

Daily User Queries and Requests:

Aston IT Solutions endeavour to timeously respond to IT Support queries, having procedures in place to resolve the user queries as quickly as possible. When an I.T. issue is logged Aston IT Solutions will attempt to telephonically resolve the issue first, if this fails Aston support staff will attempt to remotely resolve the issue and in the unlikely event that we are unable to resolve the particular issue remotely, Aston will schedule a technician to resolve the issue at the clients premises. Requests for service, as well as Aston's Helpdesk procedures are stipulated within our comprehensive service level agreement.

Logging queries in Aston IT Solutions' Helpdesk:

Requests for support can be logged into Aston IT Solutions' Helpdesk by calling the helpdesk number on 010 500 0911 or by mailing us at helpdesk@aston.co.za. Your request for support will be allocated a ticket number. The ticket will quickly move through our internal procedures, ensuring that the relevant technicians get scheduled to contact and resolve your query.