Bearmach Service Portfolio
Since 2021, ITCS has served as Bearmach’s reliable consultant. Bearmach operates a sizable office and warehouse in Caerphilly. ITCS offers onsite IT support by visiting the site and providing remote assistance through our centralized management suite and remote tools. Our monitoring solutions can track server uptime, broadband issues, and critical system failures like backup systems. We have integrated these monitoring tools into Bearmach's support contract to minimize unplanned downtime, with priority response alerts sent to our senior staff. Every support request is monitored according to Service Level Agreements (SLAs), allowing our management team to assign calls to the appropriate engineer for effective customer assistance. Bearmach staff can submit support requests via our custom online portal, phone, or email, and they receive updates on the status of their tickets as the process unfolds. Additionally, when Bearmach engaged us for IT support, we also took over their connectivity and telephony services. ITCS provides a fully managed VOIP telephony system, supported by our expert telecom engineers. Our telephony portal enables us to manage their phone system and monitor any downtime on leased lines. We also inform Bearmach about any planned maintenance on these lines, ensuring that backup systems are operational to handle data and calls during such events.