Welcome to our FAQ section. If you can't find what you are looking for, please contact us!
Can Frequency support my branch offices?
With our remote support systems we are actually able to support clients and PC’s anywhere in the world.
What geographic areas does Frequency cover with IT Support?
The majority of our clients are in Gauteng.
However with our remote support systems we are actually able to support clients and PC’s anywhere in the world. We have supported remote users and satellite offices as far afield as Botswana, Swaziland including Cape Town and Durban.
How much does an IT Support contract cost?
Depending upon their requirements and size, our clients generally have a monthly IT Support contract of R5000 - R20 000 per month. This includes all IT Support, system changes, remote support, onsite support, all security software (anti-spyware, anti-virus and anti-spam) and an allocation of online data backup so that your most important files are backed up and stored offsite.
Why do Frequency provide remote IT Support – is onsite IT Support not better?
Frequency are remote and onsite IT Support Company. Remote IT Support is much more immediate. It allows our IT Support engineers to solve your problems without the cost delay and inconvenience of having somebody come to your office.
However when required we will come onsite to solve your problem, install new hardware, complete a project, etc.
Onsite support is included within our Managed Maintenance Contracts.
Do you come into our office when we need IT Support?
Yes we will. In the first instance we will try to resolve you problems remotely as it cuts out the inefficiency and delay associated with travelling to you.
Of course if we can’t solve it remotely we will come to your office and sort out the problem for you.
How quickly should I expect to wait for IT Support?
Most of the time you won’t need to wait at all. Over 77% of the time that you call for IT Support you will get directly through to our engineers. Alternatively they will arrange to call you at a time when it’s suitable for you.
Will I know who is working on my PC?
Yes, we work in small teams to make our IT support more personal and efficient for you. You will quickly get to know the team and we will know your system and your business imperatives
How do we deliver Remote IT Support?
When you are on the phone to our IT Support team you can pass the management of your PC to our engineer by clicking on the pop-up box that appears on your screen. We will then diagnose the problem and solve it in exactly the same way as we would in your office, but without the delay, inconvenience and cost of getting an expensive engineer onsite.
You’ll be able to watch us fix your problem as we talk with you on the telephone, or you can get on with something else while we fix the problem for you.
How do I contact Frequency when I need IT support?
There are 2 simple methods of contacting the IT Support team at ASG:
- By telephone – you will be given a direct line telephone number to get you straight through to the Service Desk Team. In the event that the team are all on the phone reception will take a message and an IT Support engineer will call you back. Your call will always be answered by somebody who speaks plain-English instead of “techno-babble.”
- By email – you can mail our IT Support team directly. Your email will be automatically logged on our system and assigned to an engineer so that your issue is never lost. An engineer will quickly call you back to resolve your IT Support problem.
Choose the method that suits you and we will sort out your IT Support issue.