Using our Ticketing System for Support during the Covid-19 Pandemic

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Just like every other business, we are not immune to the effects of this virus ourselves. We may end up with reduced staff numbers at times. Still, we will continue to provide support to all our contracted customers.

To help us maximise our resources as best as we can, please consider the following:

  • All tickets logged with us are prioritised based on impact and urgency.
  • The best way to log an incident or request is to email support@cirrusits.co.uk with a brief description in the subject line and a more detailed description in the message body.
    • Please provide as much information as you can, including screenshots of the problem and any error message if applicable.
    • Specific information helps us assign the most appropriate engineer to reduce the need to ask questions.
  • Please report urgent requests by telephone on 0 33 33 056 520

We only ask this as our engineers will be working their way through all of the outstanding tickets by priority. When the phone rings, they have to stop what they are doing to answer the call and then log a ticket on the caller’s behalf, before returning to their current assigned ticket.

When there are so many tickets at once, this can significantly delay our response.

Using the email address or website logs and assigns your ticket to the queue automatically.

  • Expect an acknowledgement email with a ticket number. Our service team tracks your ticket for you and notifies engineers.
    • We will keep you up-to-date with progress via the email address you use to log your ticket.

Simply select the SUPPORT menu option or go directly to the support portal login page here https://support.cirrusits.co.uk

  • Please do not contact engineers directly as they may not be available, and we may have somebody else that can help you instead of waiting for a specific individual.
  • You will receive an email with an explanation of the resolution to any problem.
  • 24-hours after a resolution, the ticket status automatically changes to Closed.

In Summary:

Our regular opening hours are Monday to Friday 09:00 until 17:00 Excluding Bank Holidays, but you can log a ticket with us at any time on the website or by email.

Help Desk Support Email: support@cirrusits.co.uk
Sales Email: sales@cirrusits.co.uk
Telephone: 0 33 33 056 520
Website: https://www.cirrusits.co.uk
Accounts Email: accounts@cirrusits.co.uk

We are very fortunate as a business to be 100% Cloud-based so that we can react very quickly. Working remotely, when required, has little or no impact on our service.

We are currently almost at full strength but are very aware that this can change very quickly. We ask that you help us to keep our service available to everybody by following these guidelines.

Thanks in advance for your co-operation and understanding

Scott Magee

Managing Director

Cirrus IT Services (UK) Limited

We will always keep our blog updated with the latest information so please check back regularly.

Productive Remote Working for Businesses

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If your phone system does not support home working features, don’t panic, we can help!

To help fellow businesses survive and thrive through the Covid-19 Pandemic, we are now offering complete full-featured 3CX telephone systems with a free standard license on a 1-month contract. Your remote working solution takes just a few hours to setup. You can then work at home during Cornovirus self-isolation advice, as a temporary short-term or permanent solution.

Staff can work remotely using Mac, Windows, iOS or Android applications as their desk phones from anywhere with an internet connection. The Standard license allows users to take advantage of Web Conferencing, Remote Classroom, Chat/Messaging, Document Sharing and apps for MAC, Windows, iOS & Android.

Presenting your real company telephone number when you dial out shows people who you are when you call. We set up a temporary number to divert your current system to for seamless outbound calling. If they return the call, it will go to your existing system and then redirect to your new temporary number automatically.*

You can choose how many concurrent calls you need to determine how many “Trunks” you need. Each Trunk is just £9.95 + VAT per month and includes all UK standard Mobile and Landline minutes (Fair Usage Policy applies)**

The setup fee is just £90.00 + VAT for the telephone system and £9.95 + VAT per Trunk (payable in advance).

*Your current call provider may charge for forwarded calls to your new temporary number.

**Fair Usage Policy: Unlimited calls to UK landline numbers starting 01, 02, and standard UK mobile numbers only (excluding 070 and 076). Excludes calls to the Channel Islands, dial-up internet, indirect access, premium mobile services & all other numbers. The maximum call time is 60 minutes per call. Service must be applied on all SIP Trunks supplied. This service must not be used in conjunction with any automated dialling services, or where outgoing traffic exceeds 75% of the entire traffic volume and mobile traffic must not account for more than 50% of the entire traffic volume. The service can be removed / modified at any time if the provider feels that the traffic profile is outside of the good intention to which the service is provided or that the continual use of the service within the current profile may place the seethe suppliers service and or resources at risk of providing a reduced capacity service to other clients.

Working From Home/Bed

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Whether you think the current situation with Covid-19 is media fuelled hysteria or a real threat to the mass population, the truth is that you or your company will be looking into how workers can operate from home if necessary.

We have received a significant increase in requests to setup home working from our own customers so we wanted to give out some good advice that all computer based workers can follow to help them work from a remote location.

Office 365

If you use Office 365 for your company email, you will usually have the ability to access your emails and documents from any Internet Connected Device.

This means you can pick up your tablet and connect to your email and applications using the Office 365 apps for your device (like Outlook and Word) from your tablet’s app store.

You can also access your business Office 365 account by browsing to https://portal.office.com or go directly to your Outlook Web Access page using https://outlook.office.com

Depending on your subscription, you may also be able to access the Web App versions of the most popular Microsoft Office applications such as Excel, Word or Powerpoint without having to install anything on your device.

Telephony

3CX users can download the 3CX mobile application for free from their mobile device’s app store, scan their unique extension QR Code and make and take calls from their mobile devices exactly as they would sat at their desks (including all the same queues and group memberships).

Customers will be presented with your office number so they will not be aware that you are working remotely

You can also login to your extension and forward your calls to another number like your home number or a mobile.

If you don’t know how to access your login details or QR Code, just let us or your company contact know and they can resend your welcome email with all of this information included.

If you have a “Simplified” cloud hosted Extension, you can take this home and work from home as long as you have a wired Ethernet internet Connection and Power available for the handset.

VPN

Regular remote workers will usually use a VPN to create a Virtual Private Network over a Public Network.

This option isn’t available for everybody but is the secure way of connecting to your company’s network to access network resources that are not ion the cloud.

This option requires a bit of setup and depends on compatible equipment and resources being available.

If you’re not sure if this option is available to you, please just ask.

Could you be missing out?

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As we approach our fifth anniversary in business, we’ve been thanking our customers for their custom as we reflect on the massive positive transformation in our organisation over this time!

Could you be missing out on tech-related productivity benefits? Do your employees work away from desks productively? Are you able to avoid big time-wasting tech-related jobs? Do you have impressive technology integration to attract the best new talent to join your team?

Organisational growth

We know that maintaining a happy customer base allows organic organisational growth. Earning the trust of customers provides a direct, measurable increase in order levels as a result.

We want everyone to be aware of how they can benefit from buying products and services from us. Offering a customer-first focus is our number one core value. The best service levels across our existing customer base always come first, so that every new customer can rest assured that we deliver our promises.

We can deliver on price

Please don’t go elsewhere and end up paying much more than you should for something that we know we can deliver better. If we can provide something with our best service standards, then it’s more than likely we can deliver on price.

Just one example of where you might be missing out:

  • We have one of if not THE, most attractive 3CX Telephone System & Unified Communications implementations in the UK.
  • We can typically save you up to 80% of your telephone bill
  • Calls to UK Standard Landline and Mobile numbers are FREE
  • Unlike most providers, we use connectivity from data centres in different geographic areas so that in the event of a problem, failover is automatic
  • All our systems are backed up to a different datacentre every evening and can be restored to any datacentre or a physical machine or virtual server onsite or offsite at any time
  • Advanced Features like call recording and Mobile Clients are all FREE
  • We offer integration with the most popular CRM’s for FREE

Sign up!

We like to keep everyone up to date with occasional emails that show some of the products and services we offer. We promise not to email too often, and we don’t merely fill messages with sales blurb. If you would like to sign up to our email list, then please subscribe at the bottom of our contact form: https://www.cirrusits.co.uk/contact-us/

Thank you

Reliable WiFi Indoors and Out

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Does your organisation want to offer all your visitors easy access to reliable WiFi? From the high street to market day shoppers, park run crowds to community centre gatherings, the general public are now all looking for straightforward online access.

Award-winning Shackletons Home & Garden Centre always challenge themselves to source their high-quality lifestyle products. Exceptional service standards are at the heart of everything. They wanted to offer their customers the opportunity to browse online – both indoors and out.

Tom Elliott at Shackletons explains, ‘We needed a reliable, secure WiFi system to provide a Guest WiFi Network, access for every Electronic Point of Sale EPOS device throughout our stores, as well as a suitable corporate network for our staff.’

A large site like Shackletons Home & Garden needed careful planning to provide suitable coverage throughout. Maximum signal strength for high speeds and device connections in all corners, spaces, cash desks and meeting rooms as required. Device connections on the fringes of the WiFi network always need careful consideration.

Even with many obstacles, it is possible to minimise the need to run new cabling. Large areas are no problem for the mesh wireless systems. Linking two or more access points provides a unified wireless network.

Cirrus IT Services have been a DrayTek partner and authorised reseller with qualified DrayTek Certified Network Administrator accredited engineers and lots of experience deploying solutions. DrayTek’s fantastic innovative and reliable networking products offer both fast and secure WiFi network coverage.

Mesh-based wireless is ideal for both large buildings and outdoor spaces, even when blanket wireless coverage is considered tricky to install. Simply joining mesh nodes eliminates WiFi blind spots and known dead spots to expand the total coverage.

If you would like to ask more about reliable WiFi options, then please do get in touch. Choose Cirrus IT Services for all your tech requirements. From business phone systems to business broadband, business mobiles to fibre-based ultimate connectivity options, cloud-based telephony and connections to contact centre services wherever you are. All services are backed by customer service. The Cirrus IT Services team receives 100% positive feedback from customers.

Fully Functional 3CX Cloud-Based Telephones

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Beyond the frustration of having a poor landline connection, a lack of satisfaction with your telephone system can cost in productivity and loss of business. If you understand the issues all too well, then take a look at the MGA Crane Hire recent experience.  They now have fully functioning 3CX cloud-based VoIP telephones on site.

MGA Crane Hire is a client-focused business, providing a one-stop-shop for lifting requirements. The company has excellent levels of quality, safety and service and is one of the leading providers of mobile crane hire and contract lifting services in the UK.

Based at an old scrap heap site in Manchester, the only internet is via a fixed-line connection operating at a maximum of 1Mbps download speed, and 0.5Mbps upload speed. Slow, intermittent, unreliable access is not adequate for the extra load demanded by modern phone systems. Reliable call quality and flexible call handling are business-critical for MGA.

Gareth Tinsley MGA Business Development Manager comments, ’As a trusted partner for our IT support, we asked Cirrus IT services to help us find a solution to our telephony issues. We are delighted with the results. The new phone system offers the reliability and flexibility to take extension calls wherever we go.’

Cirrus created a 3CX based solution using a 4G mobile internet connection with a 3CX Session Border Controller to deliver a VoIP system to connect fully functional 3CX Cloud Based Telephony.

Most VoIP systems will not work reliably over a 4G connection, but the 3CX SBC provides better connectivity between the Cloud-based telephone system (PBX) and the site. A 3CX based solution delivers a fully functional VoIP system. The new system has the flexibility and reliability to decrease the phone bill, provide free inter-office and site calls and offers the ability to take calls wherever!

If you would like to know more about the Cirrus ITS advanced 3CX qualifications and extensive experience of 3CX systems, then please get in touch. Whatever your industry, however many telephones you need and whatever the telephony issues, we are happy to help you to find a working solution.

Stay Systems Safe with Patch Management

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In the two years since the May 2017 large scale cyber-attack called WannaCry there has been much publicity about the widespread mayhem that cyber attacks can cause across many thousands of organisations worldwide. Since that time, we’ve seen an increase in the number of organisations asking about our Managed Service. With the benefits of multiple layers of security, our customers have accurate spam filters, antivirus, antimalware, filtering, content control, firewalls and more.

Patch management is the most common type of IT service offered by managed service providers (MSPs). After all, patch management is an effective way to strengthen security. We thought it would be a good time to talk about why patch management is so important. With Microsoft end of support for Windows 7 looming, business owners will be stuck without security patches after January 14th2020.

What is Patch Management?

Put simply for anyone reading this blog who doesn’t manage IT; patch management adds changes to existing software to add up-to-date security functions. Using a patch is used to address a specific bug or cyber attack; it’s often called a fix.

Why Outsource Patch Management?

For any IT managers looking to justify spending a part of their IT budget on keeping track of addressing IT threats, patch management is vital. Depending on the number of workstations and system involved, it can be a full-time job for someone hands-on. Fortunately, a managed services provider can deliver the service remotely.

Our monitoring processes discover latest vulnerabilities every day. We receive releases of critical patches from worldwide security experts and implement patches as soon as they are available.

We know from experience that reserving work related to core business needs and business specific IT issues is best for organisations own in-house IT team.

How to Find the Best MSP for you.

Many MSP providers claim to have excellent patch management programs. We’re happy to provide proof, customer testimonials, industry certificates. And you can see from our track record of growth, that our customers refer other business owners to us.

For an MSP to trust, please do contact us for more information.

When virtualisation and a VM backup is right for your business

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When reaching a decision that virtualisation is right for your business, you’ve taken lots of factors into account. You’ve looked at desktop computer volumes – laptops and remote working – the amount of storage capacity required – server capacity plans – network infrastructure and bandwidth demands. You’ve weighed up the pros and cons of all the issues. Virtualisation helps lots of businesses save money by optimising systems.

You need to shop around for the right products

Working with many businesses gives us unique insight. Our IT support team keep accurate logs of everyday problems as they occur. We have years of experience about what business managers needed most. We know that virtualisation isn’t limited to large organisations. All businesses of all sizes can benefit.

Products that help create a stable and secure working environment are the products we like best. We use a variety of tried and tested solutions. We look at the technology you already have. We help guide best-fit solutions based on requirements.

Backup operating procedures are critical, whether it’s a full virtual Infrastructure backup or a few files on a laptop. We help guide the best fit solution based on your requirements. When you’re shopping around for the right products, talk to us.

With a single virtualised environment you can perform a backup archive and recover easily and quickly. Reducing all your desktop management stresses saves both time and money. Managing, securing and upgrading centrally, makes it easier to keep your IT systems secure.

We recommend Altaro VM Backup

Altaro VM Backup feature-rich backup solution is seamless backup and restore software for both Hyper-V and VMware-based virtual machines. You can boot from backup with the assurance of the backup integrity. You have control of the rapid restore options. You set the personalised backup plan to suit your infrastructure needs. We also want to emphasise that the Altaro VM Backup affordable price doesn’t mean lack of features. You get deduplication, compression algorithms, offsite backup options and continuous WAN-optimised copies. You get a great backup solution packed with powerful performance and value.

Want to know more?

Please have a chat with us. You can call, email or complete our online contact form at any time.

We also have a dedicated Product Page here: https://www.cirrusits.co.uk/altaro-virtual-machine-backup/

Problem free IT

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Imagine a day of your valuable time fully focussed on the day-to-day running of your business. Would you put worrying about IT issues on your ‘to do’ list?

Adding value to your business is your focus. Reliable, predictable support costs are central to your business planning and cash flow. Guaranteed service level agreements (SLAs) guarantee you get what you pay for.

Comprehensive IT Managed Service & Support makes the difference.

Your staff need responsive, stable, high-performance business technology.

Can your staff work without access to PCs or laptops?

What if data is stolen or confidential information passed to competitors? How much would this cost you?

Would your business cope without an internet connection?

What if something went wrong with emails?

Trustworthy Managed Service Providers monitor your infrastructure and proactively resolve issues to stop the drop in performance or faults. Get problems fixed before you even knew they existed.

Your competitive advantage is essential.

As well as essential best practice in the fast-moving IT environment, your dedicated team of experts are aware of areas that offer a competitive advantage.  You can rely on Managed Services & Support staff being fully current and focussed on IT cloud solutions all day, every day.

Some tech just keeps the lights on. Other tech products and IT applications contribute directly to business success. A Managed Service Provider helps you spend more on the areas that matter most resulting in a better business.

The best road-map guide

Planning changes in your infrastructure with expert help is one of the best ways to ensure your business resilience. You don’t want to pay for over expensive on-premises equipment on your route to success.

Suitable for IT Managers and Business owners alike

IT professionals face more business pressure than ever before as threats to networks emerge daily. Managing IT inefficiencies are stressful enough without preventing data breach and monitoring infrastructure threat. A compliance audit is also high on the priority list since GDPR. Some tools allow you to manage, monitor and secure your network remotely. A state-of-the-art comprehensive security platform collects intelligence across millions of sources to alert issues before they occur. You can get the information presented to you as an actionable list so that you can work smarter.

If you want to see a full guide of all the features, you can read more here:  https://www.cirrusits.co.uk/managed-service-support/  or contact us to discuss your specific business requirements. We look forward to hearing from you  https://www.cirrusits.co.uk/contact-us/

Trouble with your Internet Connection?

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Having trouble with your internet connection? We know just how frustrating this can be. It happens from time to time. Finding out what’s going on is vital to your business operation. Being able to fix it quickly is even better.

Checks that you can do

Strange as it sounds, start by checking your network connection. Sometimes what might seem like an internet network problem is simply a network connection that’s been unplugged by mistake. Check that any Wi-Fi access points, routers or modems have power. Look for the simple answers first. You never know who has been looking for a spare plug!

You can also check to make sure that your devices are trying to connect to the right access point. Remember that if you change your access point authentication password, you’ll need to update all your devices. Think back to the last time you used your device, laptop, tablet, etc. Has the password changed since then?

And finally, check once and then check again. We regularly get support email requests, only to receive another one a few minutes later says ‘Oops, sorry, my mistake!’

Still no network?

Ok, so you’re sure everything looks right but still no network? It’s finally time look at your Internet connections. And the good news – if you are one of our internet connectivity customers, we have a new handy tool for you to check if there are any network wide issues that could be affecting your services. Use another device like a mobile phone or tablet to visit our status page:

http://status.cirrusits.co.uk/

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The Internet

The next step is to see what your Internet connection looks like. We know people hate to hear this, but – unplug your router or modem, wait for a minute and then plug it back in. If you call us, we’ll have to ask you to do this anyway. Sometimes devices just need to reset themselves and this is the quickest and easiest way to do it. If you’re still not on the net, please log it with us.

Internet running, but still slow?

If your Internet is running, but it’s being slow, you can now run a speedtest that will automatically record the results in your account.

http://speedtest.cirrusits.co.uk

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Please note that this page only works if you have your internet connection through us, if not you will see something like this screen instead:

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At Cirrus ITS the team are always happy to help. You can log a support request with us at any time here:

https://support.cirrusits.co.uk