IT Support Overview

Riven Associates provides comprehensive IT support for the SMB (small to medum business) market. Our various levels of IT support allow us to best fit the needs of your company, whether you are looking for comprehensive support - both remote and on-site - or just ad-hoc cover.

How does Riven IT Support Work?

Riven Associates' support is geared towards the fastest response and fix to a problem as possible.

Riven Associates has a dedicated telephone helpdesk so that all customer support issues are logged and promptly dealt with. By using a combination of telephone and the latest web-based tools we can support your Servers, PCs or Laptops anywhere in the world.

The remote support options will be put in place when you enter into a support contract with us. We will select the best means possible for us to connect to you remotely, always taking cost into consideration. This is normally decided during the healthcheck.

If we are unable to fix the problem remotely then we will attend site to do so; this however will be subject to the level of support you have taken out.

Account Management

As your chosen IT Support provider Riven Associates is committed to delivering a high level of customer service. In order to achieve this goal, we conduct quarterly business reviews with all of our customers where we assess the calls logged in the previous quarter, obtain your feedback on the efficiency and effectiveness of the support provided and discuss additional features that you feel might be useful in the way in which we support your business.

By conducting this process we ensure the quality of service from our internal IT support helpdesk and the rest of the business.

Licence Management.

Riven Associates is aware that by becoming your IT partner we need to ensure that your licences remain up to date. Our internal Services database lists the renewal information for your company, ensuring the Anti Virus, Server Warranty, Firewall Subscriptions and any other subscriptions are not allowed to lapse. 

Hardware Warranty Management

IT hardware does fail from time to time which is why Riven Associates encourages our customers to have manufacturer warranties in place. When something does fail Riven Associates will diagnose the fault and manage the fault call with the relevant third party until they replace the component and your systems are back up and running, whilst keeping you the customer informed at all times.