IT Support Services

We work with your existing technology to make sure it performs well and keeps your business running. Whether it’s PCs, Macs, servers, mobile devices or databases, we know our stuff. We’ll also advise you when it’s time to consider updating your systems to maximize their efficiency, and give you impartial, expert advice on choosing new technology.

It’s up to you whether you pay-as-you-go for our support on a one-off problem that needs fixing, or sign up to a Lucidica monthly contract for permanent support and peace of mind.  Either way, we charge in 10-minute blocks, so you only pay for the time you’ve actually used.

When you call you will speak with one of the engineers on the Quick Win Desk. S/he will log your job or take a look at the issue. If the job is urgent please highlight this to the engineer when you call.

We aim to start quick win jobs immediately. Quick win jobs are jobs that take 20 minutes or less.

Some examples include: password resets, email forwards and adding out of office messages etc. If not, it will be passed on to the most appropriate engineer who will start the job within your service level agreement.

The service level agreement (SLA) is the part of your contract agreement with Lucidica. This defines what you provide and what you can expect regarding our response rates. As a rule of thumb we action these jobs sooner than the SLA dictates but the timeframe above gives you an indication of what is outlined in your contract.

Once the job is started, the engineer will keep you updated on it’s progress.

When finished they will confirm with you and close the job. We also survey 25% of closed jobs for customer service satisfaction to ensure that we are upholding our standards.

In addition, all of our contract clients are assigned an account engineer, it is their responsibility to oversee the overall health of a client’s account and systems. This includes having an overview of the technology used, how you work, up and coming changes and any service feedback.

Depending on your contract they will consult with you bi-annually/annually to develop a long term IT strategy and suggest solutions that will improve your overall IT environment.

Prices vary massively dependent on how big your company is and what level of support you require. Before we can give you an accurate quote we need to know a little bit more about you to get a better understanding of how you and your business works to tailor the quote to your specific needs.

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We do have on-call engineers 24/7 for remote support, and onsite for emergencies. However, calling out of hours does incur a surcharge.