{"id":4812,"date":"2023-04-28T08:49:16","date_gmt":"2023-04-28T08:49:16","guid":{"rendered":"https:\/\/www.novotek.com\/co-uk\/?page_id=4812"},"modified":"2026-03-20T11:00:03","modified_gmt":"2026-03-20T11:00:03","slug":"support-maintenance-services","status":"publish","type":"page","link":"https:\/\/www.novotek.com\/co-uk\/support-maintenance-services\/","title":{"rendered":"Support &amp; Maintenance Services"},"content":{"rendered":"  <div class=\"hero\">\n    <div class=\"carousel hero-slider large\" data-flickity data-flickity-options='{\"prevNextButtons\": false}'>\n              <div class=\"carousel-cell\">\n          <div class=\"container\">\n            <div class=\"hero-content\">\n                              <h1>Support &amp; Maintenance Services<\/h1>\n<p>Our experience and expertise ensure your systems run smoothly. In the event of the unexpected, we&#8217;ll have you back up and running with the minimum of downtime and disruption.<\/p>\n<h5><\/h5>\n<h5>Discover the how managed services can support your organisation.<\/h5>\n              \n                          <\/div>\n          <\/div>\n\n          <img decoding=\"async\" width=\"1024\" height=\"427\" src=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Support1920x800-1024x427.png.webp\" class=\"hero-bg\" alt=\"Hero Img\" fetchpriority=\"high\" srcset=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Support1920x800-1024x427.png.webp 1024w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Support1920x800-300x125.png.webp 300w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Support1920x800-768x320.png.webp 768w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Support1920x800-1536x640.png.webp 1536w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Support1920x800.png.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>                  <\/div>\n          <\/div>\n\n      <\/div>\n\n   <div class=\"floating-breadcrumb\"><div class=\"container\"><span><span><a href=\"https:\/\/www.novotek.com\/co-uk\/\" class=\"breadcrumb-frontpage\">Home<\/a><\/span><\/span><\/div><\/div>\n\n\n<div class=\"container-md heading  \">\n<h2 class=\"wp-block-heading\" id=\"h-connect-with-experts\">Connect with Experts<\/h2>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Access to subject matter experts who are familiar with your systems can mean the difference between getting back up and running quickly and experiencing costly extended downtime. The Novotek Solutions team is on hand to support your operation with a wealth of experience and system knowledge.<\/p>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>In the face of the unexpected, getting back up and running is often the top priority. Help is close at hand. Our team provide viable workarounds to rapidly resume operations and in-depth root cause analysis to resolve long-term issues.<\/p>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>With your support contract, we provide a variety of SLAs set against key performance objectives and a robust case management process coupled with regular reporting for ultimate peace of mind.<\/p>\n<\/div>\n\n<div class=\"container-md heading  \">\n<h5 class=\"wp-block-heading\">So, how does it all work?<\/h5>\n<\/div>\n\n<div class=\"container media-text  align\">\n<div class=\"wp-block-media-text has-media-on-the-right is-stacked-on-mobile is-image-fill-element\"><div class=\"wp-block-media-text__content\"><div class=\"container-md heading  \">\n<h2 class=\"wp-block-heading\">Onboarding with Novotek Support&nbsp;<\/h2>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Our team are experts in the systems they support, and our onboarding process allows for further familiarity with the nuances of your operation and builds relationships with your key stakeholders.&nbsp;<\/p>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>In the onboarding session with our support coordinator, Novotek will:&nbsp;<\/p>\n<\/div>\n\n<div class=\"container-md list  \">\n<ul class=\"wp-block-list\"><div class=\"container-md list-item  \">\n<li>Introduce you to our team and the engineers who will be working with you<\/li>\n<\/div>\n\n<div class=\"container-md list-item  \">\n<li>Meet your team and the stakeholders who will be raising cases&nbsp;<\/li>\n<\/div>\n\n<div class=\"container-md list-item  \">\n<li>Create credentials for our dedicated Novotek Support Portal&nbsp;<\/li>\n<\/div>\n\n<div class=\"container-md list-item  \">\n<li>Agree on a remote access method (Our ConnectWise platform or a VPN if required)&nbsp;<\/li>\n<\/div><\/ul>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Following that process, key stakeholders from your business will receive a guided tour and training on raising, accessing and updating cases through our portal. Additional support methods are readily available and will be reflected digitally in our portal via email and phone.<\/p>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>The final onboarding session is &#8216;Knowledge Transfer&#8217;. Here, our team will receive the key details and nuances of your systems to ensure familiarity and the capacity for rapid resolutions in the future. These sessions are recorded and stored in our training platforms.&nbsp;&nbsp;<\/p>\n<\/div><\/div><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"800\" src=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Operators3800x600.png\" alt=\"\" class=\"wp-image-4826 size-full\" style=\"object-position:50% 50%\" srcset=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Operators3800x600.png 600w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Operators3800x600-225x300.png 225w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure><\/div>\n<\/div>\n\n<div class=\"container media-text  align\">\n<div class=\"wp-block-media-text is-stacked-on-mobile is-image-fill-element\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"800\" src=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Operator4800x600.png\" alt=\"\" class=\"wp-image-4828 size-full\" style=\"object-position:50% 50%\" srcset=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Operator4800x600.png 600w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Operator4800x600-225x300.png 225w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure><div class=\"wp-block-media-text__content\"><div class=\"container-md heading  \">\n<h2 class=\"wp-block-heading\">Getting support&nbsp;<\/h2>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Our team immediately receives a notification when you create a case on the Novotek Support Portal. A Novotek Support engineer will read and acknowledge the issue, sending a message back to you to let you know the work is ready to begin on the case.&nbsp;<\/p>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Our team will diagnose the issues remotely, and we&#8217;ll reclassify the case as &#8216;In Progress&#8217;. The engineer assigned to your case will inform you about any details that come up during our investigations and will stay in touch during the entire process.&nbsp;<\/p>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Once we identify and complete a fix, we&#8217;ll contact your team to inform them of the details and confirm the resolution of the issue. Following checking in with your operators, we&#8217;ll mark the case as fixed.&nbsp;<\/p>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>If further action is required, and depending on the SLA, we&#8217;ll investigate the root cause of the case and work with 3rd party vendors to identify the problem and seek to implement a permanent fix.&nbsp;<\/p>\n<\/div><\/div><\/div>\n<\/div>\n\n<div class=\"container-md heading  \">\n<h2 class=\"wp-block-heading\"><em>How to get in touch<\/em><\/h2>\n<\/div>\n\n<div class=\"container-md list  \">\n<ul class=\"wp-block-list\"><div class=\"container-md list-item  \">\n<li><strong>Support Portal&nbsp;<\/strong><div class=\"container-md list  \">\n<ul class=\"wp-block-list\"><div class=\"container-md list-item  \">\n<li>Raise a case with the details of the issues, and our team will respond<\/li>\n<\/div><\/ul>\n<\/div><\/li>\n<\/div>\n\n<div class=\"container-md list-item  \">\n<li><strong>Email&nbsp;<\/strong><div class=\"container-md list  \">\n<ul class=\"wp-block-list\"><div class=\"container-md list-item  \">\n<li>Send an email to our dedicated support email, and our system will automatically ingest your details and create a case, notifying our team of your issue<\/li>\n<\/div><\/ul>\n<\/div><\/li>\n<\/div>\n\n<div class=\"container-md list-item  \">\n<li><strong>Phone&nbsp;<\/strong><div class=\"container-md list  \">\n<ul class=\"wp-block-list\"><div class=\"container-md list-item  \">\n<li>Call and speak to our team directly<\/li>\n<\/div><\/ul>\n<\/div><\/li>\n<\/div>\n\n<div class=\"container-md list-item  \">\n<li><strong>Out of Hours<\/strong><div class=\"container-md list  \">\n<ul class=\"wp-block-list\"><div class=\"container-md list-item  \">\n<li>Support Portal<\/li>\n<\/div>\n\n<div class=\"container-md list-item  \">\n<li>Dedicated out-of-hours phoneline&nbsp;&nbsp;<\/li>\n<\/div><\/ul>\n<\/div><\/li>\n<\/div><\/ul>\n<\/div>\n\n<div class=\"container-md spacer  \">\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n<div class=\"cta-block\">\n  <div class=\"container\">\n          <h2>Why get support from Novotek?<\/h2>\n    \n          <div><p><span data-preserver-spaces=\"true\">When the unexpected occurs, the mounting costs of lost productivity are the first thing that comes to mind. By undertaking a support contract with Novotek Solutions, help is close at hand.\u00a0<\/span><\/p>\n<\/div>\n    \n      <\/div>\n<\/div>\n\n\n<div class=\"container media-text  align\">\n<div class=\"wp-block-media-text has-media-on-the-right is-stacked-on-mobile\"><div class=\"wp-block-media-text__content\"><div class=\"container-md heading  \">\n<h2 class=\"wp-block-heading\">Patch Management<\/h2>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Our fully-managed service ensures systems and applications are kept up to date. When critical systems become outdated, vulnerabilities can be exploited by a cyber-security attack. The result of such an attack is extended downtime, data loss and even being exposed to paying a ransom.<\/p>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Our expert team complete the patching process from beginning to end, including testing to ensure seamless deployment.<\/p>\n<\/div>\n\n<div class=\"container-md buttons  \">\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"container-md button  \">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/www.novotek.com\/co-uk\/patch-management\/\" style=\"background-color:#ab192d\">Learn More<\/a><\/div>\n<\/div><\/div>\n<\/div><\/div><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"600\" src=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Update600.png\" alt=\"\" class=\"wp-image-4875 size-full\" srcset=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Update600.png 600w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Update600-300x300.png 300w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/Update600-150x150.png 150w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure><\/div>\n<\/div>\n\n<div class=\"container media-text  align\">\n<div class=\"wp-block-media-text is-stacked-on-mobile\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"600\" src=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/HardDisk600.png\" alt=\"\" class=\"wp-image-4702 size-full\" srcset=\"https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/HardDisk600.png 600w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/HardDisk600-300x300.png 300w, https:\/\/www.novotek.com\/co-uk\/wp-content\/uploads\/sites\/7\/HardDisk600-150x150.png 150w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure><div class=\"wp-block-media-text__content\"><div class=\"container-md heading  \">\n<h2 class=\"wp-block-heading\" id=\"h-backup-management\">Backup Management<\/h2>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Our Backup Management Service offers protection for your critical systems and data, assuring continuity for your operation in the face of hardware failure or operator error.<\/p>\n<\/div>\n\n<div class=\"container-md paragraph  \">\n<p>Novotek Solutions\u2019 proprietary service is configured and deployed by our expert team to ensure a seamless fit with your individual requirements.<\/p>\n<\/div>\n\n<div class=\"container-md buttons  \">\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"container-md button  \">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/www.novotek.com\/co-uk\/backup-management-service\/\" style=\"background-color:#ab192d\">Learn More<\/a><\/div>\n<\/div><\/div>\n<\/div><\/div><\/div>\n<\/div>\n\n<div class=\"cta-block\">\n  <div class=\"container\">\n          <h2>Contact Us<\/h2>\n    \n          <div><p>Get in touch with our expert team.<\/p>\n<\/div>\n    \n          <a class=\"btn btn-primary\" href=\"https:\/\/www.novotek.com\/co-uk\/contact-us\/\">Get In Touch<\/a>\n      <\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Access to subject matter experts who are familiar with your systems can mean the difference between getting back up and running quickly and experiencing costly extended downtime.<\/p>\n","protected":false},"author":40,"featured_media":4816,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"1114,3099,4027,1125,3094,4600","_relevanssi_noindex_reason":"","footnotes":""},"class_list":["post-4812","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Support &amp; Maintenance Services - Novotek UK<\/title>\n<meta name=\"description\" content=\"Our experienced support team ensure your systems run smoothly. 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