A clear first point of contact
Use the Strata support portal or your agreed support email to raise a request. Include the affected service and business impact so the issue can be assessed and assigned to the right next step.
IT support & management
Remote & on-site IT support
Support office teams, home workers and multiple sites through one agreed service. Strata Digital provides remote and on-site IT support across the UK, with the right response planned around the issue and its impact on your business.
Built around your business
Help that follows the way you work
A working day can span a head office, a client site and a home workspace. Your people still need a simple way to ask for help, explain the problem and understand what happens next. A consistent support process makes those different working arrangements easier to manage.
Remote support can help investigate account, application and configuration problems. Other work needs a physical visit, such as replacing equipment, reviewing wireless coverage or carrying out an office change. We bring these routes together and agree the scope, access arrangements and visit requirements in your service plan.
The work behind the outcome
What we help you put in place
Remote investigation
Arrange appropriate access to supported devices and systems so we can investigate with the user. Sensitive permissions, administrative access and any changes are handled within the controls agreed for your environment.
Planned on-site work
Coordinate physical tasks with the people responsible for the location. We consider building access, equipment availability, disruption and any work that depends on a landlord, connectivity provider or other supplier.
Support across locations
Keep site information, key contacts and important dependencies documented. A shared understanding of how each location operates helps distinguish a single-user problem from an issue affecting a whole branch or service.
From the first conversation to handover
How the work takes shape
Understand your locations
Review where people work, what they use and which activities require physical access. Identify important site contacts and business-critical periods.
Set the support route
Agree supported systems, service hours, priorities and the circumstances for an on-site visit. Explain the process to the people using the service.
Use issues to improve
Review repeat faults and the underlying causes. Feed findings into device replacements, network improvements and guidance that helps reduce avoidable interruptions.
Your proposal sets out the systems, deliverables, responsibilities and service arrangements included. We agree these before work begins.
Your questions, answeredYour questions about
Your questions about
remote & on-site IT support
Something else on your mind?
Talk to usDo you cover the whole UK?
Yes. We provide remote and on-site support across the UK. The practical arrangements for a location, including scheduling, travel and coverage, are agreed in advance as part of the service scope.
Is every support request handled on site?
No. We assess the issue and its impact before deciding the appropriate response. Many requests can be investigated remotely; physical changes and location-specific problems may require an agreed visit.
Are response times guaranteed?
Your service agreement sets out coverage, priorities and response targets. We do not apply one unqualified response promise to every location and issue; the arrangements should reflect the service your organisation selects.
A useful starting point
Put the essentials into practice
Read the related guide online, or request a printable help sheet for your team.
Explore the related help sheetA more connected service
Bring it together with Momentum
Explore how support, protection and ongoing improvements can form part of one coordinated plan for your business.
Meet Strata MomentumKeep exploring
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Make your next step clearer
Tell us about your current setup and what you want to improve. We will help you define a practical starting point.