Support

See what our customers say about our Support.

Moving your applications and data to a hosted environment with HDUK will relieve you and your staff of many of the day to day trials and tribulations associated with maintaining an in-house system. One of the main benefits to your business of a hosting solution is the support that comes as standard. Many of the issues associated with in-house systems will be handled by our support team and are included in the fixed monthly fee.

Here are a few examples of the benefits:

• We will carry out all necessary updates to software hosted on our system as and when requested by you, meaning less partner/manager/staff time spent on IT issues.
• Backup and replication of your data is carried out daily for you as part of your package. We can also provide additional snapshot backups (providing a wider range of restore points) or a back-up to your site service if required, for just a small additional monthly fee for each option.
• Our support team are UK based and all accredited with Microsoft qualifications. They also have over 25 years’ experience of IT support to the professional services sector and in particular banking and finance and also accounting and legal practices.
• Support is available 24 hours, seven days a week and we can work remotely to fix any issues. Click here to find out how you can contact our technical support team. We respond to issues quickly (typically within 15 minutes) and have a first fix attitude.

As part of our commitment to provide a first-class support service to our customers, we developed what we believe to be one of the first ‘real-time’ company performance analysis websites in the UK. The site called ‘Stars’ is accessible to all, not just our current clients, so for example, anyone thinking of using our service can see beforehand how we perform when dealing with customer support issues.

FAQ’s

What happens when we receive an update from a software supplier?

• HDUK Limited will load the update.
• Often if we know an update is available, we post a notice on our online support notice board.
• Once you confirm we should load the update, we apply the update promptly and with no disruption to you.

We have staff joining and leaving fairly frequently, how can HDUK Limited help us with this?

• New staff can be added within one days’ notice at any stage.
• Users can be taken off the system, provided notice is given before the first day of the following month.

I have inadvertently deleted some files, can you help me?

• Contact our support team who will happily assist you to restore your files from the most suitable backup copy.
• If you subscribe to our premium snapshot backup service this will provide us with a greater range of restore points than our standard 14 day rolling daily backup.

If you would like further information about hosting solutions you can call us on 0203 239 6181 or email us at contact@hduk.co.uk