Frequently Asked Questions
- WHAT HAPPENS IF YOU DON’T MEET SLA’S?
We always ensure that the capacity of our support team is capable of completing our required deliverables on time, even during the most trying of times. At no point should there be any delays in our service delivery, and the fact is that we usually exceed agreed SLA’s. Our business is built around customer satisfaction and recommendations, and we have put our money where our mouth is by only asking our clients for a 30-day commitment at all times. because of this, we have to deliver the highest quality service to the SLA’s we have promised to our clients. If for some reason you have cause to be dissatisfied with our service we will always look to rectify the situation as quickly as possible, with you safe in the knowledge you are not tied into a long term contract.
- WILL I MAINTAIN FULL CONTROL OVER MY BUSINESS BY USING YOUR SERVICE?
Yes, totally. We want to be your support partner and not make you surrender any control of your day to day business processes. In actual fact we want to empower your business by taking over the time-consuming responsibilities of IT support, allowing you to focus on what matters most to you; your business.
- IS IT DIFFICULT TO MIGRATE TO LABYRINTH TECHNOLOGY?
No, it’s simple. We conduct an in-depth analysis of your business, its processes and procedures, and also work with you and (if necessary) the incumbent supplier to review any current issues and carry out any work to address legacy issues Our tried and tested transition processes and methodology is designed to minimise the risk to you when changing to Labyrinth Technology as your trusted MSP.
- CAN I TRY OUT YOUR SERVICES BEFORE I COMMIT TO AN AGREEMENT?
Many of our competitors will offer an “introductory promotion” for new clients, giving a trial period of one month when you sign up for 12 months or more. We don’t need to do that because you are never committed to our services for more than 30 days anyway as we work on rolling contracts as opposed to long term commitments. So if you are not happy with our service after a month you simply walk away. It’s as simple and transparent as that.
- HOW FLEXIBLE ARE YOUR AGREEMENTS? WHAT HAPPENS IF I WANT TO CANCEL?
It’s very simple. You are NEVER committed to us for longer than 30 days at a time. All the standard cooling off periods are available, but after that there is no need to worry about being stuck with a contract you don’t want. 30 days, no more.
- HOW DOES YOUR PRICING STRUCTURE WORK, AND WHAT MAKES IT MORE ATTRACTIVE THAN OTHER PROVIDERS?
Our experience in the IT Service industry dates back to 2000 and we have dealt with organisations across a wide spectrum of industries and sizes. But no matter how unique or special your business is, we focus on what’s important; the end user. That’s why we provide a cost proposal based on users and the devices (plural) that they use. We want our service to you to be fully integrated, understanding how and where your people work, and how they need their technology to be ready for them, whatever, whenever or wherever the situation may be. We believe that by creating a clear, honest and transparent proposal we are demonstrating that our services will be exactly the same; clear, honest and transparent.
- WHY DO LABYRINTH TECHNOLOGY TRY TO PRE-EMPT AND RESOLVE IT ISSUES BEFORE THEY HAPPEN?
Downtime can cause massive disruption and cost money / prevent a business earning money. But just as importantly it can have a demoralising effect on your workforce when they suddenly find their device crashing in the middle of crucial work. So our approach is simple; if we prevent your business devices from going wrong before they become an actual issue we can prevent the risk of financial loss, data loss, productivity loss and morale loss.
- CAN YOU HELP WITH OUR NEED TO MOVE TO REMOTE WORKING FOR OUR STAFF?
We can help with the move AND the security needed as well! We’ve helped businesses work in a more agile fashion, including supporting remote workers by ensuring an on-demand supply of computers, along with networking, Wi-Fi and cloud facilities, and the software needed to make sure your remote workforce remains productive, as well as totally secure. Indeed we recently carried out a project to dial in to all of the home Wi-Fi routers of a client’s staff to determine the strength of security in place.
- WHAT IF MY ORGANISATION GROWS IN SIZE? IS MY CONTRACT FLEXIBLE?
As we always try to make clear, Labyrinth Technology provides IT support to our clients so that they no longer need to waste time dealing with IT problems. Instead, they can focus on making their businesses succeed. And as they succeed they do so confident that our services are fully scalable. We regularly review the service provided to our clients, both through data gathered from our best in class monitoring systems, as well as meetings with our customers. We can easily amend the products and services applicable to the contract, or can even move a client to entirely new support package.
- IS LABYRINTH TECHNOLOGY ABLE TO SUPPLY BOTH HARDWARE AND SOFTWARE?
We have partnerships with major suppliers such as Microsoft, Watchguard, Dell and so on, and as such we can offer both the hardware and software necessary to deliver the support, services and solutions you need to run your business. We aim to be the single point of contact for supplying these products and services, as well as taking on the responsibility of managing these assets once in place. However, this is not a mandatory requirement. Our clients are free to source and purchase their own hardware and software if preferred, and Labyrinth Technology is always on hand to offer as much (or as little) advice to help them decide what options suit their business.