Managed Helpdesk

The nucleus of our support service is Riven’s dedicated team of locally based Helpdesk engineers. They provide a quality information and assistance resource which ensures that our clients receive immediate support to guide them efficiently through their problems as swiftly as possible. Our technical Helpdesk provides unlimited remote support via phone or e-mail between 8.00am – 6.00pm, Monday to Friday (excluding Bank holidays), supporting customers with any issues raised and ensuring complete peace of mind.

Pro-Active Monitoring Software

We recognise the importance of remaining proactive in order to keep our clients’ businesses running smoothly and key to this is our sophisticated remote software used to monitor our customers systems. It keeps us one step ahead of any potential network problems by verifying whether key services on the servers are operating to optimum performance; if not then our engineers can take immediate steps to resolve the problem. Alert procedures highlight potential problems enabling us to fix them before the problem escalates, all of which guarantees that our clients experience virtually no downtime.

Remote Control Software

Riven Associates uses superior software which enables us to provide instant technical support to remote computers, Macs and smartphones. Our support team can access, view and remotely fix customer’s devices by controlling the mouse and keyboard as if it were in front of them, instantaneously resolving our clients’ IT problems. In the case of smartphones, our technicians are similarly able to connect to and repair them as if the device were in their own hands. The advanced diagnostic technology in most cases allows us to identify and achieve a solution to a problem without the need for escalating to level 2 support and expensive, unnecessary product returns. In turn this translates into a welcome reduction of business costs for our clients due to the minimal time and effort expended by them in handling an assortment of IT concerns.

Rapid 60-Minute Response Time

Once a support call is logged the client will be issued with a unique reference number which alerts our team to respond to that communication within a maximum of 60 minutes. Customers are then able to receive advice and support from our IT experts by e-mail or by phone, which enables them to talk the problem through and receive step-by-step IT assistance in order to diagnose and fix the problem smoothly and swiftly. Our goal is to resolve each problem remotely but whenever this is not possible a site visit* can be arranged. (*Clients are requested to refer to their contract to ascertain whether site support is included; if it is not a built-in feature of the agreement there will be an additional charge for this service.)

Engineer Site Visits

We aim to fix all problems remotely but when needed on-site in the case of an emergency we travel to our customers’ premises to resolve their IT problems and resolve the issues as quickly as possible. Our engineers additionally carry out regular on-site visits to perform work such as general network maintenance and upgrades. (Service dependent upon level of contract. )

Hardware Warranties, Software Subscriptions and Licence Management

As it is inevitable that hardware will fail from time to time, it is crucial for hardware warranties to be in place and updated if necessary. We can relieve our clients of the burden involved in remaining up to date with these agreements by offering them the advantage of our Warranty Management Service. By partnering with us, we can take responsibility for monitoring customers’ warranty contracts and diagnosing any fault with the hardware. We would, on the customer’s behalf, manage the fault call to the relevant third party hardware suppliers until they have repaired the fault or replaced the defective component. During this phase we would be working towards returning the client’s operations back to full capacity in the shortest possible timeframe and helping them to stay in control of their business.

Riven Associates’ Subscription Management Service holds details on clients’ annual software support subscriptions allowing us to alert clients when agreements are due for renewal. We also provide customers with a comprehensive license service to ensure that those licenses remain up to date. Our internal services database notes the critical renewal information relevant to each client’s hardware and software, guaranteeing that Anti-Virus, Server Warranty, Firewall and any other subscriptions do not lapse.

Qualified Technical Staff

Having attracted a talented team of people, we continue to motivate and develop them through our investment in individualised training plans. This continuous development allows us to remain abreast of current developments in technology which in turn guarantees that the company maintains its high service levels and retains the edge over our competitors. Individual staff members are subject to regular training programs in various fields of expertise including Microsoft, Sonicwall, Acronis, Sophos and Symantec.

Accredited Reseller

Riven Associates has worked hard to establish good relationships with the vendors with whom it works and has gained worthwhile reseller status with each of them. Being in possession of these accreditations and access to manufacturer resources, Riven Associates ensures that it delivers best of breed solutions.

Installation & Project Work

Riven Associates is able to carry out IT projects across a wide spectrum of IT technologies. From PC and laptop installations through to migrating your business on to Cloud-based technology, our company has a firmly established and proven track record which we attribute to the products used and the project management strategies which we have in place.