SupportCare Centre

Support Centre

SupportCare Response

Sophisticated support service

Our SupportCare Centre is manned by a team of dedicated, highly experienced and accredited technicians. With an average length of service in excess of ten years, each is an expert in their own field, whether that is software, hardware, cabling or bespoke development.

Using a number of exclusive technologies, including our SupportCare Incident Management System (SIMS), the team ensures the very highest levels of service delivery.

Choosing JMC was the right decision for our business and we can now concentrate on what we do best. We feel very safe in their hands.

Bernard Whitley, Company Secretary, J Bown & Co (Dukinfeld) Ltd

Allowing us to record, monitor and analyse every issue you experience, SIMS helps us resolve any immediate issues, while also reviewing the wider picture, looking at whether a more comprehensive solution is required. All call information recorded in SIMS is made available to clients via our secure Extranet.

SIMS also allows every technician to remotely monitor and manage almost any element of your system, detecting trends, threats and bottlenecks – often resolving issues remotely before you are even aware they exist.

And because a failure in our systems could have a considerable impact on your business, we have made significant investments to ensure that they are as resilient as possible including:

Installing a diesel generator to switch in automatically should our electrical supply fail.
Replicating our SupportCare servers and phone system in a secure hosting centre.
Having three independent links to the Internet including a high performance radio link.
Implementing remote access technology to enable all employees to access our systems, wherever they are, with whatever device they may have available.
Installing appropriate technology in the homes of every employee to allow them to support clients as effectively as if they were in the office.

This continued investment ensures we can offer a consistent level of service, even if we can’t access our buildings. Ensuring any issues we face don’t impact your business even if we can't access our building.

Detail

SupportCare Response is a comprehensive range of support services providing unlimited software and hardware support for a fixed annual fee.

From the reception staff through to the engineers out on-site we are greeted with calm, friendly people. Nobody patronises us and everyone speaks to us at a level we understand. We feel we are in really safe hands with JMC.

Deborah Moon, Office Manager, Enterprise Ventures Ltd

Standard features include:

Available 8:30am to 6:00pm Monday to Thursday, 8:30am to 5:30pm on Friday, extended hours options available.
Unlimited telephone, email and remote access support.
Escalation to on-site visit at no additional cost.
Unlimited return-to-service support with 8 hour response times (4 hour response option also available).
Provision of loan equipment.¹
No charges for travelling, parts or labour.
Log calls via telephone, email or the JMC SupportCare Extranet.
Comprehensive remote system access using our fully secure and auditable SupportCare Incident Management System.
Next business day on-site response to cabling faults.¹
Warranty calls managed on your behalf.¹
Annual on-site SupportCare review meeting with a designated account manager.
Designated account director.

^{1 Conditions apply}

SupportCare Response

Options

Optional enhanced features (additional fees apply):

Critical Equipment Cover – 4 hour on-site response service for critical hardware items.
Chargeable Support – competitively priced occasional support for items not covered by your SupportCare Agreement. Includes an option to rent loan equipment.
PC Assist Local – a telephone and remote access support service for networked PCs or laptops with alternative cover in place for hardware repair. Offers unlimited support for the resolution of technical problems related to the Windows operating system, printing, security and general network connectivity.
PC Assist Remote – a telephone and remote access support service for PC or laptop users that connect into the network remotely. Users who are mobile, work at home or are based at remote sites receive unlimited support for resolution of technical problems related to the Windows operating system, printing, security and office connectivity.
Comms Support – regardless of where an Internet communication fault lies, we take ownership of the issue and manage it through to conclusion, including liaising with 3rd party communication link providers.