Bluewall Managed IT Support & Service Desk

Frequently Asked Questions (FAQ)

 

 

What is an IT Service Desk?

An IT Service Desk is a central point of contact where your team can get help with everyday IT issues, software problems, account access, device faults and technical questions. Bluewall Core provides a fully managed IT Service Desk so your staff always know who to contact when they need support.

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What’s included in Bluewall Core for £25 per user?

 

Bluewall Core includes unlimited remote IT support, Microsoft 365 administration and user management, cybersecurity monitoring, device patching and maintenance, and full Microsoft 365 backup covering email, OneDrive, Teams and SharePoint. There are no call-out charges or hidden fees.

 

 

Is there a minimum number of users?

 

Yes, Bluewall Core is designed for small businesses and growing teams. A minimum number of users may apply depending on your environment. We’ll confirm this during the initial site audit.

 

 

Do you support Microsoft 365?

 

Yes. Microsoft 365 support is included as standard. This covers user setup, account changes, password resets, email issues, licensing assistance and general Microsoft 365 troubleshooting.

 

 

Is on-site support included?

 

Bluewall Core is primarily a remote IT Service Desk. On-site support can be provided where required and is quoted separately, ensuring you only pay for site visits when they are genuinely needed.

 

 

What are your support hours?

 

Our IT Service Desk operates during standard UK business hours. Support requests can be logged via email or phone, and issues are handled based on priority and impact to your business.

 

 

How quickly do you respond to support requests?

 

We aim to respond promptly to all support requests. Response times depend on the severity of the issue, but urgent problems affecting business operations are prioritised.

 

 

Do you offer cybersecurity protection?

 

Yes. Bluewall Core includes proactive cybersecurity monitoring and device patching to help protect your systems against common threats and vulnerabilities. This forms part of our preventative approach to IT support.

 

 

Is my data backed up?

 

For an additional £5 + VAT per month per user we will provide a full Microsoft 365 backup facility covering Exchange email, OneDrive, and all company Teams and SharePoint data. This protects your data from accidental deletion, ransomware and retention issues.  Backups are stored in an encrypted state, off site in a highly secure Tier 1 cloud facility for 7 years.

 

 

Are there any long-term contracts?

 

No. Bluewall Core is offered with simple, transparent pricing and no long-term contracts, all contracts are monthly recurring. Our aim is to retain clients through quality service, not lock-in. You are free to flex up and down las your business demands.

 

 

What is the £250 site audit?

 

Before onboarding, we carry out a one-off site audit to assess your current IT environment. This ensures we can support your systems properly and securely from day one. The audit cost is £250 and is required before Bluewall Core can begin. We will provide you with a copy of all documentation, this is a crucial part of your cybersecurity profile and a critical function, feedback from customers is extremely positive about this process as it brings clarity and in some cases, cost saving.

 

 

Who is Bluewall Core best suited for?

 

Bluewall Core is ideal for small businesses, professional services and growing teams that want predictable, fixed-cost IT support without the expense of a full in-house IT department.

 

 

How do we get started?

 

Simply contact us to discuss your requirements. We’ll arrange the site audit, confirm suitability, and onboard your users so you can start benefiting from reliable IT Service Desk support immediately.