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IT support FAQs

• Why should I work with Air IT Oxford?

  Even though we are driven by technology, we focus on service as our primary goal to help you digitally transform your IT and communications for the future. So if you require full management of your users and infrastructure, or need to support to your in-house IT team with more resource, our IT team from Oxford provide a comprehensive managed solution for all IT service and support requirements. Need more advice? Request a free audit or consultation with our experts.

• Why are Air IT different to other IT service providers in Oxford?

  At Air IT Oxford, we know that IT and communications are essential to your business, so the service we provide needs to support you in running your business, keeping your team protected, and be cost-effective. With Air IT Oxford, we differ to other IT support providers. We don’t employ call handlers, and we don’t do jargon. We use state-of-the-art systems, advanced tools, and regularly provide technical training for all our teams. This means, no matter who answers your call, you’ll always speak to a friendly and fully trained representative of our in-house service desk team who will aim to resolve your problem straight away.

• What level of IT support do I need?

  Choosing what level of IT support you require is dependent on how your business is set up and the resources available. Does your company have an internal IT team? Does that team ever need extra support? Do you need to completely outsource the technical function of IT for your business? Do you need constant IT support?  Does this need to extend outside of typical business hours? Do you need remote, onsite IT, or combined support? Each question will help you identify which IT service provider can best meet your special needs. At Air IT Oxford, we are focused on supporting a range of clients, tailoring our service with solutions exclusive to you, be it full IT support for SMEs to additional support for internal IT teams. Discover how we help businesses like yours by visiting our client case studies area.

• Do you offer flexible IT support contracts at Air IT Oxford?

  At Air IT Oxford, we believe that each business is different and no “one size fits all” when it comes to IT support for businesses. When we start our client relationship with you, our objective to get to know everything about your business and any unique requirements you have, so we can ensure our services can be designed to meet your specific needs. Be it fully managed IT support planning or integrating with your existing IT team, we will adapt our services and modify any element, including customising our service level agreements (SLAs) and hours of support to ensure you are satisfied. Just ask, we will be happy to see how we can support you.

• Do you provide 24/7 IT Support?

  When supporting your company, we can be as flexible as like. Our standard opening hours are Monday-Friday 8am to 6pm, for remote and onsite IT support. Nevertheless, arrangements can be made to serve you outside of these hours if required. If so, please let us know and we will be happy build a tailored solution for you.

  For added peace of mind, we offer a 24×7 monitoring and management service as standard with our IT support service. By doing this, it allows us to proactively monitor your systems for potential issues before they arise, so we can ensure your business remains up and running always. Whilst in the event of an emergency, our on-call team is just a call away.

• What is the average response time for Air IT?

  Our SLAs depend on the individual contracts and agreed hours of cover and the priority of your request or issue. However, typically our targets to act and resolve issues is within the same working day. For transparency we publish our service delivery KPIs every month on our website, plus identify how we perform against our SLAs, so you can be confident that we keep to our word.

  If required, we can propose bespoke SLAs to suit you, including extended hours of cover (24x7x365, weekends, public holidays), varying speeds of response, priority, or cover for different equipment. Simply visit our website or contact us for further details.

• Will there be any monthly IT Systems Performance report?

  At Air IT Oxford, every managed IT customer we work with receives a monthly report with regular updates from their dedicated Account Manager. Within the report, it provides an overview of performance containing ticket resolution times, total number of tickets logged compared to the previous month, most active end users, SLAs met and exceeded, and information about any updates we have installed – so you can rest assured you’re getting the finest service.

• Are you a Microsoft Certified Partner?

  Air IT Oxford is recognised as a Microsoft Gold Partner, meaning we are one of the top 1% of Microsoft Partners in the world! Our experience and expertise has led us to become highly accredited, gaining many awards for both service and performance – we’re currently the only MSP worldwide to achieve the prestigious 4-Star Service Desk Institute (SDI) certification and recent winners of CRN’s MSP of the Year Award.

• Do you provide a range of Cloud Services and Technology solutions?

  Air IT Oxford can fulfil setups, migration and ongoing support for Microsoft Office 365 and Google Apps for Work, providing the solution that fits your business requirements best. We can also offer custom cloud-hosted solutions with Amazon AWS and Microsoft Azure including PaaS and Saas solutions to fit your exact business needs.

• Can we come visit your office in Oxford if there is a problem?

  Our Oxford office is strategically located in Abingdon, just off the A34, providing us with convenient access for regional businesses across Oxford, Swindon, Newbury and Reading. You will always be given a warm welcome at our offices, but with one of our onsite IT support agreements, visiting our offices isn’t essential for you, as our aim to resolve any issues remotely or onsite so we can offer you a fast and efficient service. As well as support areas in and around Oxfordshire and the Thames Valley, we have an extensive network of support centres across England meaning we’re not limited to just one area. To learn more contact us today.