The ideal back-up IT resource for smaller businesses. It supplies an unlimited remote support service during normal UAE office hours.

Call or email the Helpdesk; or for the fastest possible response use our website to connect directly to an engineer: it couldn’t be easier.

What if we cannot fix the issue remotely? Do you need help out-of-hours?

Then as one of our contract customers you benefit from preferential rates. You can rely on us for backup.

FirstBIT Helpdesk – outline features

Details

Remote Support:

Unlimited remote support during office hours (Sat-Thu 09:00 – 18:00). Contact is made by email, telephone, or website-based FirstBIT Chat service.

Site Visits:

If we cannot resolve a fault remotely we charge contract customers preferential site visit rates.

Software Support:

We offer a troubleshooting service for the standard Microsoft products.

This includes the availability and connectivity of:

(Service excludes user training and advanced configuration).

Third Party Applications:

Our third party software application support means that FirstBIT liaises directly with other providers to have an expert technical discussion, allowing troubleshooting and quicker resolution of your software problems. You no longer have to get involved in ‘who does what’ issues based on your various software support agreements.

Project Work: (UAE mainland only)

Preferential project work charges are provided to contract clients. By ‘project work’ we mean scheduled onsite or remotely-based jobs that are not support issues.

These may involve configuring, amending or developing your network. Project work includes:

Peripheral Devices:

We cover standard network equipment in terms of availability, troubleshooting and configuration: this includes printers, scanners, faxes, access points and UPS.

Cover can be obtained additionally for:

(Cover excludes hardware parts).

Pre-Existing Issues:

FirstBIT will support pre-existing network issues (subject to our Fair Usage Policy).

SLAs:

We operate strict target SLAs in order to give the best service to our customers:

Pricing

Our pricing is based on a simple, attractive set cost per device. Please contact us to know more about FirstBIT Helpdesk Plan and arrange a visit on +971 4 4321132.

For services to sites with more than 150 users and/or 20 servers, please contact FirstBIT for a bespoke support proposal. This can include a full regular service support and an incident management service.