DESIGN & IMPLEMENTATION

The IT department you deserve.

You’ll find our approach to IT support refreshingly different. Our philosophy is simple: to provide an IT support and maintenance solution to fit your business requirements. To be the IT department you deserve.

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FAQ

Need clarification?

What is Remote Support?

What is Remote Support? At The Tech Lounge, we define remote support as support delivered by any means other than in person.

You can request support via telephone, email or via The Tech Lounge RMM Agent. We will then assist you via the same channels. We may connect to your computer if you have our Remote Management & Monitoring (RMM) agent, or we may invite you to a Zoom meeting and ask you to share your screen.

We resolve 97.7% of our support calls remotely, and all The Tech Lounge IT Support & Maintenance contracts include Remote Support.

What is Onsite Support?

What is Onsite Support? At The Tech Lounge, we define onsite support as support delivered by a The Tech Lounge engineer who is physically present at your office.

You can request onsite support via telephone, email or via The Tech Lounge RMM Agent and we will arrange an onsite visit by an engineer on a day and at a time that suits you. You will be sent a meeting request for all onsite appointments, as well as reminders on the day of the appointment.

Onsite Support is not included with our Basic IT Support & Maintenance package but is included at no additional cost with both our Standard & Premium IT Support & Maintenance packages.

 

Onsite support is also available on an Ad-Hoc basis and with our prepaid Call Packs.

What is the "Remote Access" Service?

Working from home or away on business and still need access to the computer located in your office?

The Tech Lounge provides secure access from anywhere in the world to your devices via our “Remote Access” solution.

What Anti-Virus Software is provided?

At The Tech Lounge, we believe prevention is better than cure, especially when your companies reputation is on the line.

All The Tech Lounge contracts include FREE WebRoot®️ Anti-Virus Software 

Can I change my plan later?

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Backups

It's not if, but when things go wrong—the accidental deletion of a file or folder, the corruption of that vital Excel document.

That's why we back up your Microsoft Windows Client computers' files and folders. We are also introducing the same service for your Apple Macintosh computers. Watch this space!

Client Backups are not included with our Basic IT Support & Maintenance package. Still, they are included at no additional cost with both our Standard & Premium IT Support & Maintenance packages.

Monitoring

At The Tech Lounge, we believe prevention is better than cure so we monitor all IT Support & Maintenance customers' computers & servers using our Remote Management and Monitoring platform (RMM). 

This is done by installing a small piece of software on every machine, called an agent. The RMM agent provides us with technical information on the performance of the device. Memory Usage, Hard Disk Space, running services, installed software etc. It also provides us with the means to remotely access your machines to deliver remote support. When delivering remote support the agent always displays a message showing that we are connected.

What the agent is doesn’t do is give us access to any data or let us see what you are working on.

Reporting

All The Tech Lounge IT Support & Maintenance receive regular reports;

  • A high-level executive summary showing you the status of your IT estate, including server availability, health and security status.
  • A high-level backup summary showing you the current status of your backups.
  • Anti-Virus Information – A report showing the security status of your IT Assets, the remediation status, firewall status and the status of the various security elements, for example, RootKit Shield, Phishing Shield, Identity Shield etc…
  • Asset Information – A list of your monitored devices, the serial numbers, the purchase date, age, current owner and warranty information.
TESTIMONIALS

What our customers say

“Mark has been extremely patient and kind in helping us to set up a new system, explaining all the steps all the way through and making the process pain free and informative.”

“The Tech Lounge always provide a speedy and professional service, from a small IT issue to a major Server issue Mark is always at hand for a quick response, we have every confidence in the tech lounge and would never hesitate in recommending their services.”

“Very supportive and good communication. Emails replies are so prompt. Was pleased with the overall job he had with my 3 devices.”

NEW HARDWARE & SOFTWARE

Upgrades, new systems, office fit-out, move or expansion.

Looking to upgrade your current systems or replace them entirely? Need to fit out your new office or move to a bigger one. We can source, supply, install and set up your hardware and software just the way you want it.

Young technician working on broken computer in his office
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