May 7, 2015

Restaurant & Hospitality IT Support

SupportWizard’s Unlimited Remote Support is an IT support package designed specifically for restaurants, clubs, bars, casinos and entertainment venues of all types. The benefits to your business are immediately obvious

  • Unlimited Telephone Helpdesk | You can contact us via email, our dedicated online helpdesk or by telephone 24 hours a day, seven days a week.
  • Proactive Maintenance | Our intelligent remote support software proactively monitors your PCs, Macs and servers and sends our team regular updates and notifications on the health of your IT infrastructure. We can remedy issues before you even know they’ve manifested themselves.
  • Cloud Desktop | As part of our service offering to you, our Remote Support software is available to you FREE so you can control your desktop over the internet as if you were sitting at your desk.
  • Customer Service. | We keep meticulous records of every interaction we have with you, including your hardware, software, licenses, purchases and all IT issues we have successfully dealt with for you.
  • New Build Project Management. | We liaise and consult with builders for cabling and data and for connecting with BT, EPOS, PDQ and OpenTable (or relevant booking engine) to ensure a smooth installation and setup. For Hospitality Unlimited Remote Support PRO clients these consulting fees are charged hourly.
  • Software Support. | We offer your business a full suite of support for standard Microsoft products, including Microsoft Servers, Microsoft Desktop Operating Systems, Microsoft Office (Word, Excel, PowerPoint, OneNote, Outlook) as well as non-Microsoft products such as FileMaker, BlackBerry Desktop software, Apple software and Sage.
To further assist you, we also include basic troubleshooting for OpenTable, LiveBookings, EPOS, Quadranet and PDQs. Our team can liaise directly with your third-party providers. With ‘techies talking tech to techies’ this ensures swift resolutions to issues, saving you time and potentially catastrophic shutdowns.

VIP Project Work

Outside of regular IT support issues, we offer our Hospitality PRO clients a selection of FREE complementary VIP services including –
  • Group policy changes
  • Remote installation & configuration of software
  • IT audits
  • Disaster Recovery planning and implementation
  • Migration of email accounts to ‘cloud’ services
We can also offer specific services at reduced rates, including –
  • Server and hardware replacement
  • Office relocations
  • Architecture redesigns such as routing changes, domain changes etc.
VIP Fully Inclusive Troubleshooting for Network Equipment
Printers, fax machines, scanners, Access Point, UPS, backup and storage devices, routers, switches and firewalls.
Hardware Procurement
We have long-term relationships with most of the major IT hardware and software suppliers and can source the latest equipment at preferential rates.
SLA (Service Level Agreements) for IT Support Requests
Your SLA is the part of your service contract where the level of service you get from us is formally defined. We have three SLA levels.
  • PRIORITY1 – Entire system unavailable – Begin fix within 15 minutes of notification
  • PRIORITY2 – Business critical system unavailable for individual user – Begin fix within two hours
  • PRIORITY3 – Individual user with intermittent problems – Begin fix within eight hours
Note – Eight-hour onsite target when faults are identified as non-repairable remotely (dependent on your contract terms, this may be chargeable).