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IT Support Support

We love your technology and we're serious about how it can transform businesses, to make them better; you won't find a friendly, more proactive company when it comes to installing and maintaining perfect-fit IT solutions for your own business and we will try to save you money.
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"Super review of our existing IT set up identified several areas we needed to change and enhance especially our back-up solution. The transition was well communicated and managed and we simply have fewer issues each month and a much more proactive IT partner alongside a more robust DR plan"
Estate Agents Chain / Kent
five star review from clients of Atlantic Telecom Solutions Crowborough and Kent
Phone cable details, Telecom Solutions Crowborough and Kent
Helping you with Business IT Support, Kent
Our Service

IT Services and Support

IT Support and Services

If you would like to hand over nagging doubts of IT inadequacy, ask Atlantic to carry out an IT Audit. We will find the problems and fix them in quick time.

IT / Key Benefits
Atlantic Telecom Solutions Crowborough look after your business communication needs.
Monthly contract terms – confidence in our service
Atlantic Telecom Solutions Crowborough look after your business communication needs.
Free IT Audit
Atlantic Telecom Solutions Crowborough look after your business communication needs.
Speak directly to a technician – you will know his/her name
Atlantic Telecom Solutions Crowborough look after your business communication needs.
Your systems monitored 24 X 7 X 365
Atlantic Telecom Solutions Crowborough look after your business communication needs.
Long term strategic partner
Atlantic Telecom Solutions Crowborough look after your business communication needs.
We remove malware, Virus’s and spyware
Need IT Support Solutions? / Enquire Now / 01892 289007
IT Solutions
Our helpdesk resolve any issues that arise and prevent many issues through monitoring and maintenance – our proactive approach to support. The helpdesk - a live technical reference for questions and answers, not just for support when things go wrong.

Can't find what you're looking for? Get in touch and our team would be happy to talk you through our different plans and business solutions.

Phone us on: 01892 289007 or email: info@atlantictelecom.co.uk

Contact us for Telecom Solutions in Crowborough, Kent, and the UK.
Why Atlantic

We all know the problems associated with inefficient IT systems. Issues may be fixed temporarily but the larger strategic problems are never attended to. You may ask yourself if there is a more efficient way of running your business?

You want to make the most of cutting-edge technology.If you would like to hand over nagging doubts of IT inadequacy, ask Atlantic to carry out an IT Audit. We will find the problems and fix them in quick time.From day one you will have.

  1. More time to spend on running your business,
  2. Assurance that you've got friendly and dedicated experts who go the extra mile.
Firstly a few pointers to the way we run our business
Atlantic Telecom Solutions Crowborough look after your business communication needs.
Don't worry about not being able to talk technical jargon - It's our job to understand computers so our friendly, approachable team will quickly grasp the issues.
Atlantic Telecom Solutions Crowborough look after your business communication needs.
We know that you are super busy running your business or department.
Atlantic Telecom Solutions Crowborough look after your business communication needs.
A conversation about IT solutions and efficiencies may fill you with dread
Atlantic Telecom Solutions Crowborough look after your business communication needs.
That’s why we won’t use jargon or talk about complex functions.
Atlantic Telecom Solutions Crowborough look after your business communication needs.
We are IT experts, but we talk your language, your business, is in safe hands.
12 very good reasons to choose Atlantic
  1. When you phone you will speak directly to a technician
    When you have an issue it usually needs looking at there and then. Atlantic provides you with direct access to the technical people.
  2. You can call even when you don’t have a problem. We operate as more of a helpdesk – giving help with things such as “How do I do this in Word?” or “How do I stop Excel doing that?”. Our team like to chat – if you just want a friendly chat or a bit of advice, just give us a call or send us an email and we’ll do everything we can to help.
  3. Your systems are monitored – 24 hours a day
    We monitor thousands of machines and bring the important issues to a technician’s attention automatically. Our proactive approach reduces calls – making us more cost effective. Your staff are able to get on with their own work without having to be on the phone to the helpdesk every two minutes;
  4. We manage your services packs and updates
    Software vendors release security and reliability updates - essential for a secure and stable system. We will install updates and service packs and monitor this.
  5. We support your bespoke and specialist software
    Many businesses run software such as Sage or QuickBooks and maybe even other software that we may never have heard of, but we will still help you if there’s a problem with it. Updates released -we will install them. We will troubleshoot your issues even if it means contacting the software vendor on your behalf for help.
  6. We cover your peripherals – printers, scanners, mobiles, tablets, computers and the servers, and anything connected to them. We will manage warranty claims. Cover for mobile devices is more relevant than ever – they are more like computers than they’ve ever been. If you have a problem getting emails onto your mobile phone, or even if you want to set up to access your emails on the mobile, we will help.
  7. You will be assigned technicians who get to know your system
    When you call a helpdesk you want a quick and efficient response. We don’t ask ‘whats your account number? You will get to know our technicians by name, they will become familiar with your systems and can fix any issues quicker. Again this keeps us competitive. We build a relationship which is beneficial to both you, your staff and us  - for things like knowing where the router is, or what it looks like;
  8. We will work with you as a long term strategic partner
    Your business may change on a day-to-day basis, or it may not. Whether you’re growing or stable we can adapt to your changing needs. If you shrink, you can easily remove computers that are no longer being used and reduce costs; and if you grow, you can add new staff, servers or computers pro-rata so you don’t have multiple contracts in place. We will visit you at least quarterly to discus your plans and ensure we check that the services we’re providing are most appropriate for your current needs. We will have a partnership relationship with you, and this doesn’t include us just trying to sell you the latest technical gizmo that you don’t need.
  9. We will remove viruses, malware and spyware
    Many IT support companies don’t cover clearing up virus infections in their contracts. At Atlantic your security is our top priority. and if a user opens up an attachment they shouldn’t have, then we’re on-hand to clear up. We advise you on the best protection to prevent these situations occurring in the first place.
  10. We won’t tie you into a lengthy contract, but if we do you’ll benefit
    We are as flexible as you need us to be. If you want the flexibility to give 45 days’ notice at any time then we can provide that. Equally, if you’re prepared to sign up for a longer term we’ll give you a generous discount in return. But with our short term contracts if you’re not happy (it’s yet to happen!) then we don’t want to force you to stay with us.
  11. We will help you save money
    Monitoring your systems – 30% of people don’t shutdown their PC and the annual cost of each PC is £43 if left on overnight. Paying for a service you don’t really use? It could be something as simple as switching from in-house servers to a cloud-based solution. We will never advise you based on the most profitable or familiar solution to us, we will advise on what is best for you.
  12. We can provide you with our references and update them regularly.Why take our word for it? We have many happy clients and they’re happy to shout about it. We regularly put our feedback on twitter but feel free to ask for references that you can check – Even if you want to provide additional criteria such as, “a charity client” or “a site with around 5 PCs” – we’ll have an example we can provide you with as a reference.
The service you can expect

We aim to give the most comprehensive and efficient support possible

Our helpdesk resolve any issues that arise and prevent many issues through monitoring and maintenance – our proactive approach to support. The helpdesk - a live technical reference for questions and answers, not just for support when things go wrong.

Using remote access technology – within seconds we can see what you see and take over control of your keyboard and mouse.

We hope to prevent most problems occurring in the first place – saving us time but also ensuring you can get the most out of your working day.

IT Support - What you get

Having Atlantic IT support is like having an uber-friendly resident IT health technician.

We’re there for the day-to-day care whenever you need us, but we’ll also check on your medium to long-term IT health without you even asking us to.

We will monitor your system remotely, 24-hours a day and once a year we will diarise an IT health check to ensure that your system is still operating to maximum efficiency.

  • Unlimited telephone support
  • Unlimited remote support
  • 24-hour system monitoring
  • Server management & maintenance
  • Ongoing computer maintenance
  • Support for printers & networking equipment
  • Backup management
  • Virus removal
  • Warranty management
  • Annual system audit and security assessment
Day Support

Our standard support contracts operate from Monday-Friday, 8:30am – 5:30pm. You can extend hours at additional cost, right up to 24-hour support if you really need it. Most people are comfortable with support during office hours, safe in the knowledge that they can still get someone out-of-hours.

Out of hours support

Call the helpdesk as normal, on the usual number, and the phone will still be answered by a human being.

Honestly, our out-of-hours team doesn’t have technical knowledge but they do have the power to put your call through to someone who does.

Out-of-hours support is chargeable in addition to your contract.

On-site support

There are some things that just cannot be done remotely. With our outsourced IT support everything done remotely is covered. If you need someone to come out to you on-site then there’s no call-out fee in inner London, Kent and Sussex (our three IT support offices), and just an hourly charge for the time we’re with you. We give you the option of rolling a specific number of visits into the cost of the annual agreement. If you want to see a technician monthly, quarterly or annually, we will provide the support to suit you.

Monitoring and remote control

We will install software on each server and computer that we support for you. This sits in the background and reports to us – lots of very technical information that is useful to the technicians diagnosing any problems. We can securely take remote control of your computer. We can perform many IT support tasks without bothering you.

If you’re worried about privacy, there’s no need. All of our technicians are DBS checked (previously CRB).

Priorities and response times

Calling with a problem is only the first step, but you really need to know what the next steps are and how long the problem will take to fix.

Our initial response time is fixed - if you call us and don’t get a technician, a technician will call you back within 15 - 30 minutes; if you email your issue to us the initial response will be within 30 - 60 minutes.

The expected fix time can vary depending on the type of issue and how severe it is.

Urgent / 2 working hours / An issue that prevents one or more users from working.

High / 4 working hours / An issue that allows one or more users to work in a limited capacity – usually with facilities unavailable that have no alternatives.

Normal / 8 working hours / An issue that does not hinder a user’s work and is usually just an inconvenience or nuisance. Sometimes this can include having temporary workarounds in place.

Low / 40 working hours / Atlantic only specify ‘Low’ for regular maintenance issues, most of these issues are specified as ‘Low’ by the client.

We will always aim to fix an issue as quickly as possible but you should allow us up to the maximum fix time as a ‘worst case scenario’.

It should also be noted that in the case of a complete system/server failure the Disaster Recovery Plan will apply instead.

How we handle calls

You can bring anything to our attention by calling the helpdesk directly, our online portal, or emailing us. In your agreement pack we will send you wall charts and keyboard stickers so ayour staff have our contact details to hand.

Our ticket system is where we log all issues, questions and tasks. You will receive updates by email or phone from the technician assigned to your ticket.

Open tickets: A ticket in this state is with us, it is waiting on our technicians for the next action.

Example tickets. We look after your Business IT Support, Kent

Pending tickets: If a ticket is still pending after a couple of days, we will send you a gentle reminder that we’re awaiting a response from you:

Example tickets. We look after your Business IT Support, Kent

If after a few more days we haven’t had a reply we’ll advise you that we’re closing the ticket:

On-hold tickets:These tickets are waiting on a third-party. We will chase third-parties regularly on your behalf until we get the response we are waiting for. We will keep you regularly updated by email or phone. If there is no response from a third party for 3 days or more a helpdesk manager is notified.

Solved tickets: When the technician closes the ticket as solved, the final paragraph will be slightly different on the email received so it is clear that this has happened and provides you with the opportunity to let us know if the issue isn’t actually solved:24 hours after a ticket is set to solved, we may email you asking for your feedback, this takes just a single click and we appreciate your time in providing us with this valuable information:
You will have the ability to add a comment to your response.

Example ticket 2. Business IT Support, Kent. We can fix your IT issues

Closed tickets: Four days after being solved, a ticket will change to a status of closed. Once closed a ticket cannot be reopened but a follow-up ticket will be created instead (automatically) that references the original ticket so that all information about the call is readily available.

Management access

Everyone in your organisation can manage their tickets through our online portal. You can also nominate managers who can see all tickets in your organisation. Our simple online portal gives you visibility of everything going through our ticket system.

Monitoring and feedback

All good feedback received is circulated to the technicians and there is an internal Leaderboard that provides a little healthy competition among our staff. Any bad feedback is provided only to helpdesk managers and we make a point of getting in touch with anyone leaving bad feedback to find out where we failed, what we can do to improve, and if there’s anything outstanding that needs attention.

We consistently score a higher satisfaction rating than the average achieved by other B2B IT Service and Consultancy companies of a similar size.  Our first reply time is just 5.6% of the industry average. And we achieve all of this while processing 14 times more tickets than anyone else.

Example ticket 3. Business IT Support, Kent. We support your commercial business IT, so you can get on with growing your business
We love business IT support here in Kent
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Can't find what you're looking for? Get in touch and our team would be happy to talk you through our different plans and business solutions.

Phone us on: 01892 289007 or email: info@atlantictelecom.co.uk

Contact us for Telecom Solutions in Crowborough, Kent, and the UK.
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