TRM has always prided itself on the way in which we care for our customers offering a professional, competitively priced product portfolio with an aftercare service that is second to none. Like most modern businesses our clients are becoming increasingly aware of the necessity to have the security of some form of support agreement in place to ensure that the effects of any IT problems they may encounter are minimised. Just imagine the risk and potential costs to your business of first having a failure on one of your key systems and then having to find the skills available at short notice capable of diagnosing and rectifying the problem.

Our experienced customer support team offers a high quality, efficient service providing a range of different support options which can be tailored to suit our client's individual needs and circumstances.

Types of Support
TRM flexibility means we can offer a whole range of different types of support but below we have listed just two of our most popular services;-

Telephone Helpdesk

Our experienced customer support team are only a phone call away for all your Hardware and/or Software queries. The broad range of expertise within TRM means we can give our clients a professional response to almost any problem quickly and efficiently.

Although TRM make every endeavor to answer your queries over the phone, inevitably in some cases it may require the services of one of our engineers to actually visit your premises. Please see "On-site Engineer Call-out" section for more details.

On-site Engineer Call-out

For those problems that can not be resolved over the phone clients can always request a Call-out from one of our engineers. TRM has a reputation for prompt and reliable service but response time may differ depending on client's locations and circumstances.
To support our engineering expertise TRM do carry limited stocks of parts many of which are carried to call-outs by our Engineers. In the unlikely event that we do not have stocks of the part needed TRM's purchasing resources ensure that we can usually source items quickly and at a competitive price.

Either of the above levels of support can be arranged on per occasion basis or alternatively we can also offer longer term support schemes as per the examples listed below.

Support Structures
In addition to our standard guarantees and per-occasion call-out services we recommend that clients consider the longer term aspects of managing their system and the kind of support needed to ensure it's safety. Below are just two solutions available from TRM which, in addition to being priced extremely competitively, will also ensure that clients having such a scheme in place can take full advantage of TRM's expertise and resources and will always get priority over per-occasion call-outs.

Block Call-Off Orders

Clients not wishing to commit to a full support contract can purchase in advance a number or "block" of support calls. These block support call-off orders, usually in blocks of 10 or 20 off support calls, are purchased and called off by our clients as required during an agreed time period. Depending of the type of cover these call-off can be applied to Telephone Helpdesk and/or Engineer call-out (where 1 call-off unit is equal to every 30 minutes of call-out or part thereof) as needed by our clients.

Support Contracts
For those clients with more mission critical information we would recommend that you invest in a formal support agreement. TRM can usually tailor contracts to ensure you get the right level of support you need on the whole range of equipment that needs it most.

To find out more about TRM's support options and how they can benefit you, please contact our customer support helpdesk where we will be happy to arrange for one of our Business Account Managers to discuss your individual requirements.