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IT Support
Taking Care of Your Business IT Systems Like Our Own
Sometimes technology can be a nightmare! Even more so when you really need to send that email or make that call. Our IT Support Engineers and Account Managers are on hand to take away the stress and let you get back to work.
Cyber Security
Microsoft 365
Sharepoint
Cloud Back-up
Email Signature
Password Management
OneDrive
Cyber Training
SSL Certificates
Unlimited UK support
All our IT Support Solutions offer unlimited support calls and tickets, so you are never limited by your IT Support Company.
Hardware covered
We don’t just stop at software, we can also arrange support for broken down hardware such as PC’s & Network switches too.
From everyday tasks to bespoke projects
Whether your team needs help from resetting a password to project managing a complete office move in terms of technology. We are the team to support you.
What We Support
Our engineers and consultants are trained across our core set of products:
Users
- Window 8/10/11
- Microsoft Office 2016/2019
- Microsoft 365 Business
- Microsoft Teams
- Microsoft SharePoint/OneDrive
- Azure AD
- Microsoft Active Directory
- Windows PowerShell
Services
- Cyber Security/Anti-Virus
- Backup and Restore
- Automated Staff Cyber Security Training
- Zero Trust deployment
- Regular Simulated Phishing Attacks
- MFA – Multifactor Authorisation
- Cyber Essentials
Servers
- Windows Servers 2012/2016/2019
- Linux Servers
- Server Virtualisation (Hyper-V & VMware)
- Windows PowerShell
Solutions
- Router/Firewall/VPN
- Managed Network Switches
- Wi-Fi
- Internet Connections
- Cloud Phone System/Contact Centre
- CCTV
How We Support
All IT support is undertaken by our UK based Help desk consisting of 3 Tiers.
Tier 1 – IT Support customer service
- Basic help desk resolution and service desk delivery
- Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.
Tier 2 – IT Support Engineer
- In-depth technical support
- Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1
- Tier 2 technicians have experience with programming or using the products
Tier 3 – Senior IT Engineer
- Expert product and service support
- Tier 3 engineers have access to the highest level of company and product information. They can provide solutions for a wide variety of technical problems.
Access
The IT Support can be accessed via:
- Phone
- Cranberry Web Chat
- Windows Desktop
IT Support Availability
- Monday – Friday
- 8 am – 5pm
- Excluding Bank Holidays
- 24/7 365 days a year coverage with our Gold Support Plan
What We Do For You
Unlimited IT Support
Ensures that your IT services run smoothly with the absolute minimum downtime.
Contact as many times as needed, without any additional cost to your business.
SLA (Service Level Agreement)
| Critical | 1 Hour | (30 min target) |
| High | 2 Hour | (60 min target) |
| Medium | 4 Hour | (2 hour target) |
| Low | 8 Hour | (4 hour target) |
Install Remote Monitoring Software
Automatically updating to ensure you always see the full picture. Providing updates at-a-glance, with the Network Discovery software add-on you have real-time visibility of all the digital assets and open ports within your monitored networks, irrespective of network firewalls.
9/5/365 Monitoring of your Endpoints (PC/Mac/Laptop etc)
Windows/macOS service monitoring
Disk space check
Anti-virus check
Critical event checks
Disk health check
Deploy & Manage Endpoint Protection (Server/PC/Mac/Mobile)
Threat Protection & Detection
Email Security
Web Browsing Security
DNS Filter
Install Microsoft 365 Suite
Cranberry IT will configure all new starters at no cost, assuming all hardware and software is procured through Cranberry.
Create & configure user and permissions on Microsoft tenant (M365/Exchange/Azure/SharePoint)
Initial login and user config on device
Debloat Windows Pro 10/11
Install up to most recent OS update
Install security software
Install remote monitoring management agent
Install & configure Microsoft 365 Apps
Ship PC/Laptop to New Starter
Initial network discovery to provide a comprehensive security scan and complete view of all your end-user networks and devices. digital assets and open ports within your monitored networks, irrespective of network firewalls.
24/7/365 Monitoring of your Network & Cloud Infrastructure
Ensure that you’ll always have clean and accessible copies of business-critical data.
Reliable backup to secure cloud data centres
Easily back up disks, partitions, and files
Store the backups in secure, remote data centres
Quickly recover selected files, folders, applications, or an entire system
24 Month Standard Data Retention Policy comprising:
7 x Daily backups
4 x Weekly backups
24 x Monthly backups
Software Patches are carried out by the IT Support Team and/or via our automated patch management tool for the following devices:
Windows end points
Apple MacOS end points
Mobile devices
Servers
Virtualised Servers
The IT Support Team will review security software patch releases. These will be prioritised based on the severity of the vulnerability.
Securing your business
IT support isn’t just about when things go wrong. We ensure that your systems, client data and teams are working in a cyber secure and protected fashion as best as possible to protect against any untoward threats. We can also offer these great benefits.
- Unlimited Cloud Backups
- Full System Audits
- Great UK Support
Why Cranberry?
We get it, choosing providers is hard and there’s lots of companies and providers offering so many solutions. At Cranberry we’ve been in the industry for over 20 years so we get how hard it can be. We think we have the perfect mix of value, experience and UK support to make sure your systems work as you need them too.
UK Support
Whilst our systems have industry leading uptime sometimes things can go wrong! That’s where we come into our own, by default we offer 1, 2, 4 & 8-hour response times depending on the severity of your issue. However, we also offer immediate support for any major incidents, where we have anaverage response time of 15 minutes.
Cranberry Customers
Cranberry have been great from start to finish. From sales through to aftercare, we cannot fault what Cranberry do. Product recommendations to improve the business have been ex c eptional, all at competitive rates. Quick response times, excellent customer s ervice, a great company ! Cranberry will definitely be our 1 st point of call for all future communication projects and upgrades.
Organisation:
Logistics
Solution:
Cloud Phone System, Network as a Service & Router
Our Partners
