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FAQ - IconiqTech

We'll try to answer in advance many of the questions we have encountered from new clients. If the information you need isn't here, just get in touch and we'll answer your queries quickly and directly.
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What does Iconiq Technologies do?

As a Managed IT Service Provider, we offer the complete spectrum of support services and managed solutions, all under one roof. Our team of Microsoft accredited developers and analysts are always at hand to help you!
What does a Managed Service Provider do?

A Managed Service Provider (MSP) is a third-party company that manages and assumes the responsibility of a defined set of IT and technology management services to its customers. It is a strategic method of improving operations that is commonplace among large corporations as well as small and medium-size businesses, non-profit organizations, and governments.  As an MSP, the CHR Team can act as the client’s IT Department or can simply augment the IT staff that is already in place.

How do we provide support ?

Your request, whether it be via email, by phone or in person is entered into our support systems immediately and we begin work as soon as possible. Many of the support requests we receive (more than 75%) are completed while you are still on the phone.

We manage all your requests, projects and jobs (or ‘tickets’) in our own customised systems so that all records, correspondence and data is kept available for our team to view. This means that all of our staff have up-to-date information about the ticket, and we can ensure that the most appropriate team member gets to work right away.

We can help your users by phone, email, in person and also with your user’s knowledge and permission access their computers remotely to carry out any tasks as quickly as possible.

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How is Iconiq Tech different ?

What we do and how we do it is different from the norm. As your managed services/outsourced IT partner we provide a bespoke package designed uniquely to your requirements, and our approach and terms & conditions are so client-centric and different from the traditional model that it can be difficult to make a like-for-like comparison with our peers.

To make it easier we present a comparison highlighting and explaining the key differences as reported to us by our clients as being the most important to them, and why it makes us unique.

Do you offer Service Level Agreements ?

Yes. Our standard contract terms are for 12 months.

We can operate under a fixed-fee agreement, or on a timecard basis with a minimum monthly billing commitment.

We work at all times to be as flexible and accommodating as possible.

Do you offer 24/7 support ?

Yes. Our end-user helpdesk hours are 8am to 6pm Monday to Friday, however we provide IT systems monitoring and support 24 hours a day, 365 days a year to subscribed clients. You don’t have to have 24×7 support as part of your package if you don’t need it, meaning you don’t pay for or subsidise a service you aren’t using.

We carry out a significant proportion of our systems administration and server maintenance work out of hours (either after 5-6pm or at weekends) by prior agreement so as to minimise disruption to users. We can also schedule potentially disruptive projects, at a slight premium, to minimise business interruptions, either in the evenings or at weekends.

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