Have you ensured that your company network is secure from malicious attacks? Have you ever deleted an important irreplaceable file? Have you considered the implications if your computer or server should fail or be stolen?

It's simply unrealistic to expect your IT systems to run forever without having any problems, and since they are a crucial business asset it's equally unrealistic not to have them adequately covered, but the level of support you require should be tailored to meet the demands you make of your systems.

React, Prepare and Sentinel are complete support services for small and medium sized businesses, they are designed so that you only pay for the support you receive, and can be upgraded or downgraded to suite you.

What is DNS React?
DNS React is the name of our pay as you go service. If you have a computer problem at home or at work and you need someone to come and look at it, give us a call and we will arrange for a certified engineer to be with you as soon as possible.

What is DNS Prepare?
DNS Prepare is a support service for your business computer network. When you sign up to use Prepare you are purchasing our engineers time, in advance and at a discounted rate. You can then use your time as and when you please by making one call to DNS. Your time never expires, and you will be kept up to date by monthly usage reports. When you need us we will make your call a priority and an engineer will be with you within a guaranteed time scale as laid out by the contract. You may also like to allow your staff to use the DNS support desk to answer non-critical computer questions which will be deducted from your purchased hours.

What is DNS Sentinel?
DNS Sentinel includes all of the features of Prepare, with the addition of a complete monitoring service. Our Sentinel server monitors your essential systems, including email, backup and any business critical systems on your network. Should a problem arise our engineers are alerted 24 hours a day by email, text message and audible alerts at head office. We recommend Sentinel for businesses with a server. Sentinel is charged by a low cost monthly direct debit.

As an extra bonus, Sentinel customers receive a discount on all software and hardware purchased through DNS.

What operating systems and applications do you cover?
As a Microsoft Certified Partner we are well positioned to support Microsoft operating systems and applications, past and present.

We have a specialist application. Would you support that?
A lot of our businesses rely on specialist applications that are written and supported by another supplier. In this situation we aim to build a relationship with the supplier to solve problems if they arise.

Do you provide hardware maintenance?
Not specifically. If we investigate a problem that turns out to be caused by faulty hardware, we will work with you and your hardware supplier to order replacement parts for the next day and install them for you. This is because most companies these days buy hardware with 3-year warranties, so it's already covered. If the parts are out of warranty we will attempt to source them for you.

Do you sell software or hardware?
We offer a wide selection of hardware and software for business and home users at competitive rates. We accept all major credit cards and items in stock will be delivered to you on the next business day (on orders placed before 3pm). Of course if you choose to use another supplier we are more than happy to offer purchasing advice, and to install or support your equipment on site.

What's your typical support customer like?
Every customer is unique and each has their own special requirements. However, we have a wide range of different customers across all industry sectors. Our smallest support customer is a single consultant, whilst our biggest is an international company with a computer network stretching across the Atlantic.

Why do you charge a monthly fee?
Providing effective network support requires that we know your systems inside out. We need to keep detailed records of how everything is configured so that we can respond quickly and safely when you have a problem. We have remote monitoring systems that can warn us in advance of problems before they become critical. And of course we have to provide sufficient resources so that we always have someone available to deal with your call. All of this costs money, whether or not you have a problem at any given time. We keep the monthly fee as low as we can without sacrificing quality or responsiveness.

How quickly can you respond to problems?
Depending on the type of support contract you take out with us, we guarantee emergency response times, these are included in the contract.

How do you respond to problems?
We set up secure remote links to our customers sites. This allows us to take control of servers and other critical network components within seconds, so that we can respond to problems immediately. Most problems can be fixed within minutes, but if we cannot resolve a problem remotely we will attend your site. We aim to have an engineer with you within 4 hours of identifying a problem that cannot be fixed remotely, but it's usually a lot quicker than that.