FAQs

39D provides a comprehensive range of managed IT support services and intelligent technology solutions to businesses throughout Essex, Hertfordshire and Cambridgeshire. Here are some of the answers to questions you may have. If not, feel free to contact us directly.

SPEAK TO AN EXPERTCLIENT PORTAL
What are your support hourS?

Our help desk is staffed from 9am till 6pm Monday to Friday. However, support during this time is provided in line with your service agreement. Outside of the help desk hours there is always an out of hour technician for critical support 365 days a year.

 

What if our staff need extra assistance when they call in?

We strongly believe IT support should be accessible and take steps to ensure this. We are happy to use systems such as Slack to communicate and provide support. The team here also understand not every problem and so we can leave notes on a user’s account to ensure support is provided correctly.

 

How do you typically provide your support?

Our support is provided over the phone which in 95% of cases can be resolved remotely. When we are not able to resolve the issue over the phone remotely we would look to arrange for a field technician to attend and fix the issue on site.

Our services are all due to expire at different times can we add services once in contract ?

We can provide a migration plan with dates on so we can make sure services are provide once the services from the old provider have terminated

 

Are any of your services outsourced?

No all of our support is provided directly by our in house team. All of our team are based at our head office in North Weald. All our services are delivered from UK data centres

Security and privacy is key as our company holds sensitive information; can you still help us?

Absolutely. We understand that business data is a clients’ biggest asset, the security of which through IT systems is our upmost priority.

All of our clients are treated with total confidentiality. We are willing to ensure NDA’s are in place to ensure this.

Resolving your issue is the key focus in order to keep business as usual.

Our team will always ask for permission before connecting to your computer and advise closing anything you may wish for us not to see before connecting.

Do You Have A Question?

Fill out our contact form below.
A member of 39D will get in touch as soon as possible.

Speak With A Team Member

Give us a call on 01279 800 039 and we will
help guide you on your Business's journey.