IT Support, Surrey
IT Support Services, alleviating your internal burden of every day infrastructure support incidents
Krome offer a range of consultancy and IT support services in Surrey, tailored around each individual client’s requirements. Our technical expertise spans across all environments and technologies.
Ad-Hoc IT Support – Post-Paid
If you require IT support but do not have an IT support contract in place with Krome you can still receive support from our helpdesk, this will be conducted on a “best endeavors” basis, whereby we will attempt to resolve any issues you have as quickly as possible, once a call is logged with our support helpdesk. Charges are subject to a minimum of 2 hours for call-out to site, or billed in 30 minute blocks when you call our helpdesk.
Ad-Hoc IT Support – Pre-Paid
Based out of our Surrey office Krome offer a pre purchased IT support service which allows you to pre purchase a set amount of support time, you can then utilise your allocated IT Support time as and when required. As part of your support we will also offer you a regular site visit, either monthly or quarterly, depending on your preference. By purchasing your IT support in blocks in advance this will reduce your hourly rate charge.
We also reduce the minimal call out for offices within a 25 mile radius of our Surrey office to 1 hour at this point. We will, as with the post-paid support service, provide a monthly report on support used. When you drop to 2 hours or below remaining in support, our team will contact you with the option to pre-buy another block of support time to retain your discount.
Fixed Cost IT Support
Krome also offer “all inclusive” fixed cost IT support packages. These packages are tailored to the individual IT support needs of the customer and priced accordingly for those organisations looking to fix the cost of their IT support.
Prior to any fixed priced support agreement we will carry out an infrastructure audit that will ensure that we can connect to your network and support all required elements. We will also provide you with recommendations for any enhancements we believe would improve your infrastructure.
Surrey IT Support Helpdesk
Our IT Support Helpdesk is based out of our Surrey office in Addlestone and is staffed between 8:30am – 6:00pm standard working days. We also offer an out of hours support line to customers who have purchased extended hours support.
Our in-house helpdesk is staffed by a number of first line support engineers who will answer your initial query and field any incoming support calls; they are then backed up by a number of senior engineers who can be utilised for points of escalation, should first line technicians be unable to diagnose and resolve issues in the first instance.
Krome’s Head Office is located in Addlestone, Surrey. We also have an engineering office with further Technical consultants in Manchester, we provide our customers with nationwide IT support.
Krome use a variety of remote control support systems to enable our IT support team to dial-in remotely to a client site. This means that approximately 85% of support issues are now resolved without the need for a site visit, ensuring the fastest possible log-to-fix time for our clients. By resolving most problems without the need for site visits, we are able to fix problems rapidly; from the point the client logs a call with our support team.
Online Support Portal
All of our clients have access to the Krome secure online IT support portal. You can use the portal to log support tickets (incidents) and track their progress. All responses are made via the portal are then tracked and you will receive an update when the case is progressed, updated or closed keeping you informed throughout the journey of each incident.
When viewing your tickets, you can see the entire history, including all open and closed tickets. These are viewable at all times for you to inspect all of your support history created by yourself or perhaps the staff members within your organisation. The ticket reference ID’s will also show on your monthly contract review or monthly invoice for pre-paid support, giving you full accountability and transparency of your service contract.
Many companies require additional IT support or technical consultancy services on a temporary, or part time basis to assist with specific projects or even just with the daily running of their systems. Utilising a member of Krome’s Technical Secondment team at your own premises allows you to have on-site technical support resource available as and when it is required.
If you would like to know more about our range of IT support and technical consultancy services, or would like an online demo of our IT support portal, please contact us or complete the below form and a member of the Krome team will be in contact.