IT Support

IT Support

IT Support​ & Services

We provide fully managed IT Support for small to medium-sized businesses and organisations throughout Plymouth, Devon and the South West.

Managed IT support is crucial for any business without expert IT support in-house. 

With a Cutec IT support package, we become your outsourced IT Partner and help desk.

Your staff can call, email, or use our client portal to contact our engineers to help resolve any issues they may have. We can also send engineers to your offices to fix those issues that cannot be fixed remotely.

Cutec Support

CORE

Our flagship package has been supporting customers for over 25 years.
This package includes:

Cutec Support

SECURE

This plan includes everything in our core plan plus the security services you need to protect your business in the technology world.

Cutec Support

SECURE PLUS

This plan includes everything in our core and secure plan, plus vulnerability scanning.

Cutec IT Support Features

Our flagship package has been supporting customers for over 25 years. This package includes:

Unlimited Phone & Remote Support

With unlimited phone and remote support as standard. Our service desk team ensures that you talk to someone who can help. Our team are available Monday to Friday from 8.00 am to 5.30 pm. Your staff can contact us via email, telephone, or our client portal to report problems or issues. We then use our remote support solution, which allows us to access the machine with the click of a button.

We find that 90% of IT issues can now be resolved remotely; this helps us maintain fast response times and swiftly gets you up and running again.

Disaster Recovery and IT Roadmap

As part of an annual review, we work through your existing disaster recovery and backup arrangements to ensure they are robust and meet your company’s need. We will also help the business develop an IT roadmap to enable you to stay ahead in the digital world. As your business grows and the requirements change, we will amend the roadmap to ensure the IT systems are fit for anything you through at them

Unlimited Onsite Support

When we cannot fix issues remotely, you can rest assured that we will send a field engineer out to your premises to resolve the issue. Our team can react quickly to any problems, reducing potential downtime. These are included in your plan, so you are not hit with an unexpected bill in the event of unforeseen issues that require a field engineer.

2-hr call out guarantee in a business down situation

We understand that any downtime to IT systems is costly to the business. That is why we will always escalate and prioritise business down situations. Our service desk will respond to the issue initially on the phone or remotely, generally within 30 minutes. If they cannot resolve the issue, we guarantee to be onsite within two hours of your call to work to get you back online.

Cloud Services Management

Every business uses cloud services like Microsoft 365 or Google Workspace. Our support package includes managing and maintaining these on behalf of clients.

Unlimited Advice and Guidance

Clients have many technology partners and software providers, and they will provide specialist support for their solutions. We will always be available as an initial point of contact or escalation point, should you need it. Sometimes it is just easier if we talk IT speak directly with the software company to save your staff spending hours trying to resolve issues.

24/7 Server Monitoring (Hardware and Patching)

We use state of the art monitoring solutions from a global leader to monitor and maintain your servers 24 hours a day, 365 days a year. This monitoring solution immediately alerts us to any potential hardware or software issues. Our service desk can then resolve problems quickly to prevent them from escalating to any downtime.

New starter setups

When people join an organisation, we know how important it is the equipment is set up and ready for the new user, also they know how to use it. Our team will ensure the new device is fully prepared for the new starter on day one. We will also answer any questions and ensure they know how to contact us if they need help.

This plan includes everything in our core plan plus the security services you need to protect your business in the technology world.

Secure plan

Cyber security is critical for every business, and getting this wrong can be costly.

Our secure plan includes two security products:

Anti-Virus

Defend your device and network with anti-virus, antispyware, and ransomware protection. Anti-Virus is a must for any business and device. We partner with BitDefender which a world leader in anti-virus and malware protection.

BitDefender Gravity-Zone product is connected to our cloud controller, meaning we can monitor the health and alerts 24/7. If a device has an issue, a ticket is automatically created for one of our engineers to take a look.

Remote Monitoring and Management (RMM)

Datto RMM is a product that monitors and maintains your entire IT system 24 hours a day 365 days a year. Most importantly, it also includes ransomware detection and isolation.
If a device is infected with ransomware and our system detects it, the device is immediately isolated from the network. This prevents the infection from spreading and can stop data from becoming stolen or damaged due to the infection. This simple, effective solution can mean the difference between zero downtime and days of downtime.

Datto RMM also offers the following benefits to customers as standard:

This plan includes everything in our core and secure plan, plus vulnerability scanning.

The biggest challenge to any business at the moment is IT security and keeping out hackers, ransomware and viruses. This plan gives businesses everything they need in the toolbox to fight against security threats.

Vulnerability scanning offers an agent that will sit on each device in the business and report back on any vulnerability issues that could cause a weakness in the business security. These can be from missing security patches, out-of-date programs or something the user has done without realising the potential issues it could cause.

The solution is provided by Qualys who are world leaders in cloud security and compliance.

qualys

If your business has the government’s Cyber Essentials accreditation or if you would like to reach this accreditation, this plan is the plan for you. Instead of waiting for the assessor to carry out the once a year scan, why not be ahead of the game and know your system is fully patched and secure before they carry out their work.

We also find that most insurance companies now want customers to carry out regular scans to be able to get cyber insurance.

Add-ons

Cutec Support – Extend:

Do you need support outside of our normal working hours? Then extend is the bolt-on for you!

With the extend add-on, clients can access emergency out of hours support in the evenings, weekends and on bank holidays.

Weekdays: 17:30 to 21:00

Weekends: 09:00 to 17:00

Bank holidays: 09:00 to 17:00

We don’t charge a monthly fee for extend; clients simply pay per hour for support out of hours. This is a great emergency service add-on for clients who may need the occasional help at weekends for business downs or emergencies but don’t want the cost of a full 24/7 support package. Our hospitality and care home providers love this add-on.

Cutec Support – 5G Backup:

Staying connected is key for most businesses, and an internet outage can be very disruptive. We can offer a 5G internet backup service that will automatically kick in when the primary connection fails.

While this may be a little slower than the usual connection, staying online to access online banking or emails keeps the business running while the primary connection is restored.

Through our partners Vodafone and O2, we can offer unlimited data sims to keep you connected when you need it the most.

Our support lite package is for clients with very little need for full IT support, but when things go wrong, they want to know we are there to help. This package includes:

Phone & Remote Support

Our service desk team ensures that you talk to someone who can help. Our team are available Monday to Friday from 8.00 am to 5.30 pm.

Onsite Support

When we are unable to fix issues remotely, you can rest assured that we will send an engineer out to your premises to resolve the issue.

2-hour call out guarantee in a business down situation

We understand that any downtime to IT systems is costly to the business. That’s why we will always escalate and prioritise business down situations. Our service desk will respond to the issue initially on the phone or remotely, generally within 30 minutes. If they are unable to resolve the issue, we guarantee to be onsite within two hours of your call to work to get you back online.

Cloud Services Management

Every business uses cloud services like Microsoft 365. Our support package includes managing and maintaining these on behalf of clients.

Two hours Included

Customers choosing this option purchase two hours a month on the 1st of each month. Any unused hours can be carried forward each month but must be used by the end of the 12-month agreement.

Which IT Support package is right for me?

We will help you select a Plan that works for you!

The benefits speak for themselves!

Our Managed IT Support Packages:

Save Time
Reduce the time your current staff spend trying to sort out IT issues themselves.

Reduce Costs
Hiring and training IT staff can be very expensive, and any internal IT person will have less exposure to the range of issues a managed service provider will see and have far fewer skills. By taking out a managed IT support package from Cutec, you get access to an entire IT department for a fraction of the cost.

Increase Efficiency
Keep your staff working with less downtime. Like servicing a car, a well looked after IT system will have fewer issues and mean less downtime for your business. When things do go wrong, you have the reassurance that our team will work quickly to resolve the problems promptly.

Do you have an inhouse IT expert already?

If your IT manager or internal IT team need some additional support, we can be there to assist. Cutec can work alongside your existing team to provide additional support for larger projects, provide cover for holidays and absence.

As we find with most clients, we can support all the low-end issues enabling your internal resources to concentrate on the more important tasks to drive the business forward.

We offer four different IT support packages. We highly recommend our secure package as a minimum for most businesses.

Data Recovery Services

Ontrack® Data Recovery services from Kroll Ontrack is the fastest and most effective way to recover from an unexpected data loss. Fifty thousand customers from consumers to FTSE 100 companies rely on their best-in-class data recovery services each year. With almost 30 years’ experience in data recovery, you can have peace of mind that the Ontrack Data Recovery team has experience of working on your media type.

Through our ChannelPlus partnership with Kroll Ontrack, Cutec can offer you expertise to recover data from all situations:

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