Email remains the main channel of communication among today’s enterprises. Business matters relating to transactions and confirmations are usually conducted via email. Findel Asia Sourcing Limited (Findel Asia) suffered email system failure, and came to realize the importance of choosing the right system support service, especially in terms of low cost and full protection. HKT IT Care Plus provides IT support that helps enterprises solve any IT-related crisis.
Findel Asia is mainly concerned with assisting its UK head office in sales of magazines and conducting an online retail business. The company is also involved in procurement that covers nearly 2,000 products in areas such as fashion, furniture, toys, accessories, stationery and seasonal offerings. All vendors and customer information, procurement consulting and content validation, are stored in the email system. In the event of email system failure, operations grind to a halt. Protracted failure poses significant loss to the company and severe consequences.
When Findel Asia’s email system failed one night, a part-time IT technician was unable to help. Operations Manager Ms. Li (李安薇) decided to seek help from HKT. The entire process changed her perception of HKT.
She said: “Part-time IT staff tried to restore the email system overnight but failed. I then sought help from HKT. Unexpectedly, the email system started functioning normally within a few hours after the support team understood the situation and checked the system. By the next morning, the email system had completely recovered. The team and technicians responsible report on progress immediately a problem occurs. I am very impressed.”
Ms Li said the company’s part-time IT technicians did not have the requisite experience and were unable to diagnose the problem. Conversely, HKT’s experienced team diagnosed the problem swiftly. They keep comprehensive records for customers in order to fully understand a system’s history, so that problems can be resolved at speed.
Ms Li now trusts HKT to ensure the company’s IT communications system remains in good health. After adopting IT Care Plus support service, she believes threats to the email system have been neutralized, and that internal staff stand a better chance of resolving issues, thanks to remote support from HKT.
Companies without IT resources can acquire a skilled IT team that covers an email system, desktop computers, a telephone system, printers and other aspects. The total cost is far lower than if maintaining a team of IT technicians in-house. Findel Asia now relies on HKT to help with its future IT development. The company even moved servers to an HKT data center, where they now benefit from better care, monitoring and security. Findel Asia is therefore able to focus solely on business matters and reducing operating costs over the long term by using resources more efficiently.
Everyday IT problems commonly involve failure to send or receive email, reconfiguration, failure to save and print documents, disappearance of desktop computer symbols, failure of monitor displays, anti-virus updates, alert messages from computers, network failure and computer malfunctions. The service guarantees that IT problems can be resolved in the shortest time possible, so as to not hinder daily operations. The service is charged on the basis of numbers of computers, onsite visits or hours.
Periodic onsite support : preventive IT equipment checks.
Service hotline: Engineers answer your call and provide helpful advice.
Remote support: Remote troubleshooting restores company operations promptly.
Onsite support: Engineers make an onsite visit to resolve complicated IT
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