IT Retainer Service- Fresh Mango BVI

An IT retainer service from Fresh Mango Technologies is like having your own IT technician available, at a fraction of the cost! With an extensive pool of technicians to draw upon we have extensive and up-to-the-minute knowledge of all matters IT.

With IT support from Fresh Mango, your IT support is in the best hands. You will always have a point of contact either via the phone or our unique TickIt system, JIM (available online 24/7). All work is carefully logged and assigned as soon as a requirement is raised.

Our IT retainer service plan provides clients with a 5-hour response time and a minimum number of hours of support per month. We provide “as requested” onsite or remote IT support services to retainer clients.

Factoring in the improvements brought by our IT retainer service (and 24/7 Tickit help desk), our clients save money when they engage us.

IT retainer service clients receive a guaranteed response time of 5 hours.

About our IT Retainer Service Plan

Our retainer support plan provides clients with a guaranteed service response time of 5 hours and a minimum number of hours of support per month. We provide “as requested” onsite or remote IT support services to retainer clients.

Service	IT Retainer Support Plan Summary
Maximum Response Time	5 hours
Telephone Tickit Logging	✓
Email Tickit Logging	✓
Customer Portal Login	–
Tickit Logging Portal	✓
Remote Support	✓
On-Site Support	✓
Remote Server Health Checks	–
On-Site Server Physical Checks	–
Backup Monitoring*	–
Backup Testing*	–
Active Connection Monitoring	–
Telephone Technician Support	✓
Desktop/User Assistance	✓
Desktop/Laptop Health Checks	–
* If a Fresh Mango backup solution is deployed

If you require the additional services not available on this plan, please take a look at our Managed Service Plan.

Response Times and Cover

We will respond to support requests within 5 hours of the problem being logged via any of the standard methods for requesting support, during standard office hours.

We provide IT support to you as requested on any device or system which is within our capability. We will not perform any work unless requested by you and with your consent.

With IT support from Fresh Mango, your systems are in the best hands. You will always have a point of contact either via the phone or our unique TickIt system, JIM. All work is carefully logged and assigned as soon as a requirement is raised, available 24/7. You can raise a TickIt in JIM at https://support.freshmango.com/ticket.

Evening Cover

Our support ticketing system allows for Tickit creation by customers 24/7. Furthermore, if you raise a ticket with a ‘Critical’ status, every member of staff at Fresh Mango receives a text message and an e-mail. Out-of-hours you can also leave a voice mail on our support number, which is emailed to every member of staff.

Thanks to our sister company (CCS 2000) based in the United Kingdom, remote support is available to customers in the BVI as early as 5AM. Technicians in all offices (UK and the Caribbean) can all provide remote assistance and have remote access to assist when required.

Weekend Cover

For urgent issues weekend cover is usually available (out of hours callouts do incur an additional cost, this is to allow us to reward employees, facilitating the service).  In an emergency, the Fresh Mango ticketing system can be used to report the issue (it can even be raised on a mobile device if you don’t have internet availability).

Contact Fresh Mango today to find out how we can improve your business with our IT Retainer Service.