A sailing boat on the sea representing plain sailing when using Managed IT Support.

Helpdesk Support (1st-line Support)

Rio offers a helpdesk service that quickly solves your issues, with optional out-of-hours support.

On-site Support (2nd-line Support)

On-site support when required, with optional out-of-hours support.

Support for Your In-House IT Team (3rd-line Support)

We can provide 3rd-line support to resolve issues beyond the scope of your in-house IT team.

Proactive Monitoring, Alerting & Maintenance

Proactively monitor and maintain your systems, finding and fixing problems before they impact your business.

Questions? We look forward to helping you.

Free consultation
Service Level Agreement
(SLA)
watch_later Response Time Investigate/Remediation Updates until workaround
or resolution plan agreed
Critical Priority Tickets(All users unable to work) Within 1 hour Within 1 hour Every hour
High Priority Tickets(Majority of users unable to work) Within 1 hour Within 2 hours Every 2 hours
Normal Priority Tickets(All other issues) Within 1 hour Within 4 hours Every 4 hours
  • check_circle Incident Management / Emergency IT support – Unlimited telephone helpdesk support
  • check_circle Local Support – Our friendly and highly-qualified team is based in Colchester, Essex; we don’t use off-shore subcontractors
  • check_circle Remote Assistance – for diagnosis and basic problem resolution
  • check_circle Escalation – to 2nd line or 3rd line / third-party support where appropriate
  • check_circle Save money - by outsourcing skills and equipment you don’t need every day
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