What is SMART Support?

We’re glad you asked! 

Here at Computeam, we are constantly looking for new ways to evolve, adapt and streamline our school IT support processes to ensure that technical issues are dealt with as quickly and as efficiently as possible. If there’s a problem, we want a solution to be found instantly. 

And that’s where SMART Support comes in. 

Instead of clients having to record issues in an on-site fault log, only to be reviewed during weekly technician visits, SMART Support offers a much faster, more reactive IT support service. 

No longer do clients have to count the days until a technician’s next appointment before an issue can be resolved— with SMART Support, harnessing the power of cutting-edge technology, we can provide instantaneous results.

An upshot of having an efficient SMART Support system, is that technicians have more time to spend completing proactive tasks and improving the overall performance of your network and IT systems during scheduled visits.

So, how does it work?

There are countless ways to call for assistance using SMART Support. It doesn’t matter if you’re working from home or on-site, clients have a number of different methods at their disposal to log requests. We’re nothing if not flexible. 

Fire us an email or phone call, use Computeam’s own ticket logging app or Customer Ticket portal—or, simply hop on our website. Whatever point of contact you choose, our support team will get stuck into the issue right away.

Using SMART Support, clients will receive unlimited reactive assistance from our office-based service team. Depending on the type of task, the team can deliver both remote and onsite support—whatever is needed to harvest the best results.

We are here to help, and there are no restrictions on the number of times you can contact us with a technical concern. If there’s a recurring issue, our support team won’t rest until they’ve found a resolution. Your SMART Support service is available all year round—including the school holidays!

What is RMM?

Remote monitoring and management; also going by the name of network management or remote monitoring software. In simple terms, RMM is any software designed specifically to help IT service providers remotely and proactively monitor client endpoints, networks and computers. 

Taking full advantage of our very own state-of-the-art RMM system, Computeam can provide instant remote support for practically any fault request logged with us. 

If that wasn’t enough, the RMM platform can also be used to proactively monitor IT systems and send up the red flag should any issue materialize. Perhaps your entire network has gone offline or you’re running low on disk space. We will be informed instantly and can go about resolving the issue using remote management without the client having to lift a finger.

In many cases, consistent proactive observation of your school's networks will automatically identify issues before they’ve had a chance to take root. This process also lets us keep your system safe by constantly monitoring and updating your computer's operating system and anti-virus and firewall software.

If the worst should happen, and you’re faced with a critical issue, or if a registered fault cannot be dealt with remotely, SMART Support comes with unlimited on-site reactive visits to tackle the problem head-on. 

Don’t worry, we’ll do all the work. We can schedule a technician to visit your site at a convenient date and time for you and your department. Our highly-skilled service team can work quickly and efficiently to resolve the issue without interrupting your working day. 

If you want to find out more about SMART Support and how it could help your school, please don’t hesitate to contact us for an extensive guide on this revolutionary system.

Posted on August 10th 2021

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