A Refined Approach

We at Westtek have refined our approach over many years, bringing significant change to the traditional break/fix mindset of delivering support.  We do this by:

  • Redefining IT Support through preventative automation, innovation, value and best industry practice;
  • Prioritising business requirements, using technology as the enabler, making your business more effective;
  • Maximising your investment in IT and business growth through the use of appropriate systems, tools and applications;
  • Increasing systems availability, improving your productivity and reducing support calls by 86%.

We constantly track and assess developments and innovation in business technologies. That way we can recommend the most appropriate upgrades and enhancements to your infrastructure and systems.

That's the Westtek difference.  You will experience faster, more reliable systems, seeing up to 86% reduction in support calls within the first three months of working with us. Westtek will give you the confidence that your employees are concentrating on productive work, not constantly seeking help in how to use IT.

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Asked Questions

Some of the questions we are asked on a regular basis.

  • Westtek follows a very strict client On-boarding process to ensure the systems are fit for purpose and to set up all our maintenance routines.  Once the initial On-boarding is complete, we will go over all our findings and subsequent recommendations with you, advising of any deficiencies and improvements that can be made.  We typically divide the recommendations into Immediate, Medium and Long Term, with some recommendations required  for the systems to continue functioning.  Our process is shown below.

  • We use IT Glue to securely share all information we store with the client, including floor layouts, hardware and software serial numbers, new PC setup processes. By sharing all this information with clients, they can access all their stored data 24x7x365, which saves on phone calls.

  • 99.9% of all issues are resolved remotely, so we do not include this in our standard contracts.  Most issues are prevented by our weekly Monday night maintenance run. We do offer an on-site support contract for servers in the event of failure. We can also provide on-site cover for any hardware under contract anywhere in Great Britain, but it is not our core business.

  • This is the most important part of any business with local servers in-house. We offer a range of local and cloud based solutions depending on how many hours downtime your business can realistically afford.

  • Yes. Having an email server in your office results in having a single point of failure for the most business critical application. We have now moved 95% of our supported clients to Office 365.
  • Yes. We have multiple Cloud solutions including hybrid (a combination of Cloud and local) options. We will go through all of them with you and find the one that best fits your company needs.

  • Our business model is purely based on providing an on-going weekly Pro-active Business IT Support to ensure clients experience the highest level of PC speed and uptime. For that reason we can’t provide ad-hoc support as our management systems are not in place.

  • 1 Year contract to start with. Year 2 onwards, it is a yearly rolling contract with a 90 day cancellation period.

  • All our clients use Windows and Macs, which we like to support. We do not currently support Linux.

  • Our “sweet spot” for client size is between 20 and 80 users per site, but do have both smaller and larger clients than this. At this level we can deliver a very personal service to the staff and directors. We do have clients with 120 users, but they are mainly Private Schools.

  • Yes we will.Your own dedicated Account Manager will make sure your IT needs and questions are answered ASAP. In the event that your Account Manager is not available, one of the other key members of staff will be happy to help.

  • The planning and scheduling will take place within 48 hours.  The actual Support Take-on will be scheduled to avoid disruption to users as much as possible. We normally have all our remote management agents installed within 3 days. This allows us to start the On-boarding, which consists of discovery, cleanup and documentation.  This process takes on average 3 hours per PC, ½ day per server and ½ day per site for a single site less than 25 users. This process is typically done out of hours to minimise any downtime that may be required.

  • Although our standard SLA is 4 hours from the time the call is logged, almost every support call is dealt with within the first 60 minutes. Our 24x7 server team always notifies us of critical server issues before our clients do and they are dealt with as soon as humanly possible.

  • We typically request 48 hours’ notice to ensure we have staff available for this ad-hoc work.  We work hard to ensure the user is correctly setup and the login details, printers and Outlook signatures are fully tested before the user starts. That ensures that the new user feels welcome on day one.  This is typically dealt with in a shorter timescale, but prefer the notice to avoid pulling engineers off other more pro-active works.

  • Yes, we have been consulting for clients on Cloud technologies since early 2000 and in some cases we will advise against it. Each business has unique requirements and we advise on what is the best for the business.

  • Westtek works with a team of over 700 engineers that monitor, manage and maintain your servers 24x7x365. We will gladly discuss and agree the levels of support you need. Whether you are looking for us to just maintain your servers, upgrade them or move everything to a secure hosting center in the “Cloud”, we can help.

  • If you are starting with 10 or more staff, we can certainly help, but always call us on 020 3195 0555 to see how we can help, even if it is just for free advice if you are a smaller client.

  • Once paid for most equipment and software is delivered to site within 24 to 48 hours. Some servers can take as long as two weeks.

  • All hardware and software is payable with order. Support monies are paid monthly in advance by standing order or bank transfers.
  • No - all our charges our transparent and easy to understand. In the event of additional work being required outside of our contracted service, Westtek will always agree and sign this off with senior management prior to undertaking the work.

  • Contact the emergency Out of Hours support number and we will work out a course of action.

  • Westtek’s standard business Support Hours are between 09:00 and 18:00 Monday to Friday, British Standard Time.  

    We also offer a 24 x 7 service via our International Help Desk if you need support after hours or have presence in other countries.

  • We have two support channels at present.

    Our new International Help Desk can be reached at 020 3195 1555 or by email at helpdesk@westtek.co.uk if the request is not urgent.  The best way to reach us is via the Help Desk Chat icon which will be installed on your desktop after our On-boarding process has completed.

    Our main number, still used for legacy support clients is 020 3195 0555 or email us at support@westtek.co.uk. You can also right click on the “W” next to the time (at the bottom left of your screen) and log a new ticket.

Client Support Take On

Westtek follows a very strict client Take On process to ensure the systems are fit for purpose and to set up all our maintenance routines. Once the Take On is complete, we will go over all our findings and subsequent recommendations with the new client, advising of any deficiencies and improvements that can be made. We typically divide the recommendations into Immediate, Medium and Long Term, with some recommendations required for the systems to continue functioning.

Our process is shown below.

  • Discover

    We investigate the environment to ensure we are offering the correct services and to determine if there is anything that needs to be updated, changed, repaired or replaced in order to keep your systems running smoothly.

  • Clean

    We clean up all unnecessary applications and remove temporary system data to make your systems run as fast as possible, reducing complexity and potential for failures.

  • Optimise

    We will optimise the core systems, simplifying them where possible, increasing reliability, boot up times and speed of use.

  • Document

    We document all the system configurations and share this with you so you have full access to your critical systems information.  We also make recommendations for current and future improvements.

  • Educate

    We will review the systems and findings with you, making sure you understand our processes, systems and recommendations, which will deliver value to your business.

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Project Delivery

Westtek delivers all our projects according to a tried and tested PRINCE2 based methodology. This ensures the client gets exactly the right solution for their need’s and budget. Our fixed price model suits clients that don’t can’t afford the risk of Time and Materials projects. Our 6 Stage process is shown to the right:

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  • Stage

    We discuss the clients requirements in depth, reviewing options and then document the final set of requirements, to be used later for project sign off.

    We consider applications, access, integration, security, change control as well as Disaster Recovery, phased approaches and of course the budget during this process.

  • Stage

    We investigate the environment thoroughly with particular focus on the elements highlighted in the requirements.  This gives us the information needed to perform a gap analysis.

  • Stage

    Once the gap analysis is complete, we evaluate and decide on the best solution based on requirements, designing and costing it accordingly.  Once we have completed these 3 stages, we will fix the price of the project.  This has benefits to the client in terms of budget and risk.

  • Stage

    Build & Test
    This is typically the longest stage in the process as it involves building the systems and performing any tests necessary to ensure the final solution will work.

  • Stage

    We will implement the tested solution into your production environment with the minimum of disruption.

  • Stage

    Hand Over
    We finalise the documentation updates and hand over the final solution to the client, offering post project support and high level training on how to use the systems.