Small Business IT Support

Within our small business IT support offering we wanted to give you something for free, something that we feel all small businesses could benefit from and that would add value to your business.

So, yes, our Free Plan is completely free and gives you some basic information and data on your current IT and is a good stepping stone towards one of our paid for services. Our Free Plan is great for startups, knowing that someone has an eye on their IT without having to commit to any monthly fee.

Helpdesk Support isn’t included within the Free Plan of our small business IT Support, however we will have overview of your hardware performance in our dashboard and if we notice anything unusual we will let you know.

If you would like us to resolve any problems for you, our hourly charge of £90 ex VAT would apply which is billable in increments of 5 minutes. Each 5 minute block is £7.50

Using our intelligent and non-intrusive software device agents, we poll your device to check on physical resources and the performance. we do this without slowing your machine down or using resource that you would need during your working day, it’s a very lightweight tool.

Once installed we can see device details and software versions. This information is useful to you as you can ensure your devices are always up to date.

To help you gain insight to the IT Support service we have provided in the previous month, we will provide you with 3 types of report:

Device Reporting – This shows your device performance and any peaks or failures as well as your latest patch status.

Ticket Reporting – Ticket reports provide you with a comprehensive overview of tickets that were raised, who raised them and who resolved them. Ticket reports are important as they provide insight to continued issues as well as the time spent to resolve them.

Satisfaction Reporting – Every ticket that’s closed in our system, triggers a satisfaction questionnaire which we ask you to complete. Every response collected is based on a star rating of 1-5. We compile the monthly results so you can see how your employees rate our service.

We do offer extended support hours, so please contact us directly to discuss your requirements.

Our SLAs are aimed to benefit our customers, whilst giving baseMSP a realistic timeframe to help find a resolution to your issue. Our primary objective is that any issues get handled in a correct and appropriate manner, rather than taking shortcuts in order to close the ticket quickly. 

In certain circumstances our SLAs may be adjusted to suit customer requirements, and this can be discussed with your TAM. 

There are three methods where you can raise an IT Support Ticket:

• Phone
• Email
• Portal

Phone Support ensures your are attended to right away, and the issue is fully understood.

Email Support gets seen immediately and a ticket is automatically created in our helpdesk portal and assigned to an engineer. This method is best if you need to carry on and the issue is not impacting your day to day work.

Portal access is straightforward and you can raise a ticket directly in the portal. Similar to email support, this gets automatically assigned to an engineer.

Each method of contact has the same SLA, so depending on your working day, may depend on how you want to contact us to report your IT problems.

Account Management provides your business with three types of resource to help you get the most from your IT.

• Technical Manager
• Client Response Co-Ordinator
• Helpdesk Engineers

Technical Account Managers help you with the ongoing technical aspects of your IT. They help you progress and strategise, ensuring your business is at the forefront with the latest IT technologies. Technical Managers are on hand day to day if you have any questions that you need answering.

Client Response Co-Ordinators are your day to day go to for business related requirements. Whether requesting quotes, delivery updates, reports, or accounts related issues, CRCs ensure you are looked after and get the most from working with baseMSP.

Helpdesk Engineers are the heroes at the end of the phone who help you day in day out, when you have any type of issue with your IT. Be it hardware related, issues with emails or business applications, they are dedicated to ensuring you spend the majority of your day working with reliable IT services.

All users must be on the same plan, either monthly or annual.

If you are a startup business and require IT support within the first two years of business registration, then speak to a member of the team today. We provide startups with a reduced monthly rate and flexibility on mixing and matching plans, helping you with cash flow when you need it most. After the 2 year period from when your business was first registered, you will revert to our standard monthly plan for all users. You can at anytime upgrade your plan.