REMOTE ENGINEER CREDITS (RECS)Kuiper Technology offer Remote Engineer Credits (telephone, email & remote access) for organisations who want a multi-vendor support service that is designed to be a virtual extension of your own IT team, without the long-term commitment of a fully managed service desk.
With Remote Engineer Credits, you pre-purchase support units by the hour, with a minimum investment of 10 units. Each service desk ticket is then consumed in 30-minute increments. You can use them as much as is required until the allocation of credits has been exhausted or within 12 months of the agreement start date.
Our Remote Engineer Credits have the same technical competencies as those listed in our technical skills matrix so you can be safe in the knowledge that just because you do not take out a service desk subscription, your service level and access to our knowledge base will not be affected.
This service is used to provide reactive technical assistance to organisations who find their internal IT support requires more in depth product knowledge in certain areas, or for when key internal IT staff are on holiday, maternity/paternity, illness or busy with other projects.
WHY CHOOSE SMART HANDS?
WHICH SERVICE IS BEST FOR YOUR BUSINESS?
Example 110 CREDITS PURCHASED
= 10HRS REMOTE ENGINEER TIME
- 1 Ticket Raised. Engineer resolves the issue in 25 Minutes = 0.5 credits consumed (30 minutes).
- This leaves 9.5 credits remining to use (9 hours 30 minutes).
Example 210 CREDITS PURCHASED
= 10HRS REMOTE ENGINEER TIME
- 8 Tickets Raised. Engineer resolves the issue(s) in 45 minutes per ticket = 8 credits consumed (8 hours).
- This leaves 2 credits remaining to use (2 hours).
Kuiper had been very persistent in wanting to talk to us and were quick to propose Huawei’s video conferencing solution. On seeing a demonstration at Huawei’s centre in the Netherlands, we were immediately impressed with what we saw and decided to include it in our selection process.Stephen Walters, P&O Ferrymasters
I am so proud of our team and I would challenge anyone to find a more committed, attentive and flexible organisation anywhere else. Each person works tirelessly to develop and improve themselves, our company and our customers.Stuart Hall, Director
I’ve been at the company for 6 years and there’s never a dull moment. I enjoy working with our amazing team every single day and we are all very supportive of each other.Adam McManus, Digital Marketing Executive
I am responsible for ensuring that our customers are supported day to day and getting the right information they need at the right time. No day is ever the same and has its challenges but I always go home with a smile on my face.Jo Boyle, Internal Sales Support
I really enjoy coming to work and being part of a successful growing company. I feel that I’m a valued member of the team and that everyone has my best interests at heart.Ronnie-Leigh Kelman, Internal Sales Support
I have the privilege of being account manager for some of our key clients. I serve each of them to the best of my ability and pride myself in going above and beyond. I am their trusted advisor and ensure I am available for them around the clock.Steve Randhawa, Senior Business Development Manager
We believe that through the solutions we provide, we can have a massive impact on the way our customers do business, changing them for the better. We are committed to our people, dedicated to our customers and passionate about being the very best we can be.Neil Jelley, Head of Sales