Our Enhanced IT Support Service includes ASH, a 24/7 Monitoring Engine which constantly checks in on the health of Workstations, Servers & Network Infrastructure.

The main function of ASH software is to reduce engineer time being spent on routine IT fixes. By running repairs when a check fails or an alert is triggered, rather than creating a task to engage an engineer, ASH will identify the issue, run a series of up to 3 repairs before creating a task for an Engineer. In most cases the repair is achieved by ASH, engineer tasks will only be triggered if the repair scenarios were unable to resolve the issue. 

For example, ASH detects a machine's disc space is running low, rather than creating a task for an Engineer to review, ASH will trigger the "Machine Clean Script" which will perform a series of machine cleaning actions. If the issue is resolved, then no input is needed from our engineers nor will there be any impact on the user

ASH already has an extensive library of known problems it can self-heal. We are also adding to ASH's capability all of the time, ASH is evolving and becoming smarter on a monthly basis.

Included within the ASH system are additional Utilities, notably Patch Management, the HelpDesk (Self Serve) Button and the Remote Support/Training Agent.

Patch Management is supported by the ASH engine, allowing machines to be patched and updated automatically. Using an effective patching solution is one of the most pro-active steps that can be taken towards reducing the customer's exposure to vulnerabilities and minimising the level of disruption they may experience with un-patched systems.

In addition, this includes the HelpDesk Button, which is deployed to each workstation and allows the end-user to:

• Take a screenshot and request support 
• Run some predetermined scripts themselves (self serve) fixes for common issues such as clearing print queue 
• Resetting browser settings etc. A very useful utility which aims is reduce IT Support Time by giving end users some tools they can run themselves.

The Remote Support/Training Agent is also included with the ASH System, this enables technical contacts to use the ASH platform to remote into a users machine to either provide support or training by taking control of their machine. The platform is cloud based so can be used from any location, to control any machines with the software installed, be it a laptop of a remote worker or an office based PC.