GET A FREE HEALTH CHECK

FREQUENTLY ASKED QUESTIONS

Q: Do Arc Systems offer 24/7 cover?

Yes, we offer varied levels of 24/7 cover as an addition to our normal 8am – 6pm support hours. Please contact your account manager for more details or email sales@arcsystems.co.uk.

Q: How long will I wait for a call back?

You will always receive a call inside your contracted SLA. However, we aim to respond to all calls within 50% of the allocated SLA response time.

If you’re unsure of your contracted SLA contact your dedicated account manager.

Q: What is the difference between a support call and administrative change?

All support calls are subject to your contracted SLA and will be responded to and fixed within the guaranteed times. If you require any changes that are additions to the network such as new users, email addresses etc, we ask that you provide us with details 48 hours in advance of the change.

Q: What happens if support can't resolve my problem remotely, will someone come out?

Yes, we will arrange for an engineer to attend site and investigate the issue further. Depending on the contract time and fault we may be able to provide loan equipment or direct replacement of parts

Q: We’re not based in Essex – will you still work with us?

Yes, absolutely, we have many clients around the South East and London. We will also listen to clients further afield, please contact us on 01268 288100 for further information.

Q: How much will it cost me to join Arc Systems?

The cost of your IT support is based on the type and levels of support you choose and the number of users to be looked after. It’s worth noting that adding or removing users can increase or reduce your costs respectively.

Q: How big is Arc Systems?

Our company has been established for 25-years and we have a staff force of 45 people. Why not visit the ‘Meet The Team‘ section of our website to view our members of staff

Q: Do you just do IT Support?

No! We offer a huge array of support and solutions to our customers when it comes to their IT network. From Security to Data Back-Up, we have you covered.

WORKING WITH ARC

Q: What is the lead time to move support to Arc Systems?

We can take over your IT support instantly and our remote engineers will be able to start supporting your systems from day one. Once a support agreement has been entered, we will schedule a full onsite survey to obtain all the information required.

Q: What response times do you offer?

We offer a variety of response times from instant to an 8 hour response. Depending on your business requirements we can tailor a support package that fits your budget and needs.

Q: How do I speak to my account manager?

At Arc Systems we provide all our clients with a dedicated account manager. Once joining Arc Systems, you’ll be provided with a welcome pack and all the details required to contact your account manager, along with details of how to log support calls and contact our support team.

Q: What I'm after ins't listed under your services. What now?

Give us a call on 01268 288100 or use the contact form below to discuss. If it’s at all related to technology, it’s likely that we can do it. And if we can’t, we’ll know someone that can!

Q: Do you support Mac and PC systems? We’ve previously had to get two IT companies to help us.

Arc Systems specialises in PCs, however, because we’ve found that more and more businesses are choosing various operating systems, we can offer a degree of support which covers Mac operating systems.

Q: What equipment can be supported?

Your entire network is supported, including printers, switches, firewalls, email delivery to mobile devices and remote access systems. Having identified the equipment covered by your support contract, we can proactively monitor, protect and update your systems, for optimal operation.

Q: What equipment don’t you support?

Home computer equipment, unless specifically included in your support contract, is not supported. We support mobile devices such as tablets and smartphones and this covers connectivity to your main network and email delivery. Mobile or tablet apps aren’t provided for.
If you do have any specialist software or hardware, we advise that you ensure this is covered by its own support contract (e.g. accounting / CRM software, large format printers and plotters). This enables us to provide complete support as we can then manage any issues with your supplier.

Q: I see you have ISO 9001, tell me more about it and how it improves your service?

Arc Systems have been BSI ISO 9001 certified since 2013. This ensures that ARC provides a quality service to our clients by deploying strict procedures and planning to all service, installation and sales tasks. Arc Systems are one of the only IT support companies in the South-East to hold this certification and we are continually adapting and improving our service based on feedback and experiences gained from our clients.

Q: Can Arc monitor my servers 24/7?

Yes, all Arc Systems support plans as standard come with 24/7 proactive monitoring of servers to ensure we pickup and resolve any issues before they lead to downtime for your business. For more information on Arc’s proactive monitoring contact our sales team on sales@arcsystems.co.uk

Q: What partners do you work with and are you accredited by them?

You view a full list of our partners and our statuses by viewing the ‘Our Partners’ page.

Q: How long do support contracts with Arc last?

Arc’s standard support is based on a 12 month contract, however we also offer more flexible terms from monthly to 36 months fixed agreements. Please contact our sales team for more information on sales@arcsystems.co.uk

TECHNICAL

Q: COMPUTER - My computer does not turn on, what do I do now?

First check the computer’s power cord to make sure it is completely plugged into the wall socket. If you are using a plug strip, make sure it is completely plugged into the wall socket and that the power switch on the plug strip is turned on. Some plug strips also have a built in circuit breaker which usually looks like a black or red button near the power switch. Press the button to reset it and see if that solves the problem.

Q: COMPUTER - What do I do when my computer crashes?

There are many reasons why a computer may just stop working or “freeze”. Most of the time there isn’t much we can do about it, it is a fact of life that computer programs have become so complex that occasionally users will experience problems even when performing common tasks. When your computer no longer responds to keyboard commands your best bet is to restart the computer.

Q: COMPUTER - What do I do if my hard disk fails to work?

As with most computer errors, your first step is to shut down your computer and restart it. This will help you determine whether or not you actually have a hard disk problem. If the disk is severely damaged then your computer will probably fail to restart properly. If this is the case then contact MCWare IT Solutions, this is a job for the professionals.

Q: MONITOR - There is no display on the monitor, what do I do now?

Make sure the monitor is on. If no power light (green or orange light) is seen on the monitor display try pressing the power button until it comes on. If your computer monitor was on and you stepped away from the computer and upon returning it was black, it’s likely that the computer is asleep. Try moving your mouse, clicking the mouse buttons, and/or pressing any key (space bar) on the keyboard to wake it up. Make sure that the monitor is connected properly to the back of the computer.

Q: MONITOR - What do I do if the image on the screen is distorted or skewed?

You may receive a distorted image when the cable is loose or defective. Disconnect the video cable going from the back of the computer and verify that no pins are bent, burnt or broken. Once verified re-connect the monitor cable. If the refresh rate is not properly set the monitor may have a wavy or an appearance that lines are going down or across the monitor slowly or fast, this may also cause a flickering affect. A distorted image can be caused by magnetic or other types of interference. Verify no speakers, fans or other magnetic devices are close to the monitor.

Q: MONITOR - There are black borders around my screen, what do I do?

If the resolution was recently changed it is possible for the monitor to not auto adjust or shift to the correct size. If this occurs, the resolution can be changed back to the original setting or you can manually adjust the monitor. If a black border exists on the monitor it can generally be resolved by manually adjusting the horizontal or vertical width. Because each monitor is different, the method of adjusting this setting will vary; consult your monitor documentation.

Q: WINDOWS - How do I get into safe mode?

To get into the Windows 7 / 10 Safe mode, as the computer is starting up press and hold your “F8 Key” which should bring up the “Windows Advanced Options Menu”. Use your arrow keys to move to “Safe Mode” and press your Enter key.

Q: WINDOWS - I can't delete a file because it is being used by Windows?

Close all programs running on the computer and try again. If after closing all programs running on the computer you are still encountering the same issue when attempting to delete files, load the computer into Safe Mode and delete the files.

Q: WINDOWS - How can I update my Microsoft Windows computer?

If you are running Microsoft Windows 7, Windows 10, or a later version of Microsoft Windows, you are eligible to update Microsoft Windows, and in some cases, your computer hardware with the latest drivers through Microsoft’s update site, visit http://windowsupdate.microsoft.com. In most cases your computer should be set to automatically update when a new update becomes available.

Q: WINDOWS - Is it safe to turn off a Windows computer without doing a shut down?

Users should not simply press the power button or restart the computer while Windows is still running unless there is an issue with the computer. Microsoft has included the shut down feature because it enables a computer to go through all the necessary steps that are required before turning off the computer. In fact many versions of Microsoft Windows will check the computer for any problems if the computer is not shut down properly.

Q: WINDOWS - How can I recover a file from the recycle bin?

Double click the recycle bin icon on your desktop, here you will see all of the files within your bin. Select the files you wish to recover, right click and choose restore.

Q: EMAIL - I am unable to send or receive email?

Verify that your computer is able to see the Internet and/or other computers to ensure that your computer is not encountering a connection issue, which would be causing your e-mail issue. Ensure that your Internet e-mail server or your Network e-mail server is not encountering issues by contacting either your Internet Service Provider or your Network administrator.

Q: EMAIL - I can't receive any email attachments?

If the e-mail box is full of other e-mail messages, and/or your storage space is only a few megabytes, it’s possible that the attachment being sent cannot be received. Often if this problem is occurring the person sending the e-mail should get a response back from your e-mail server indicating that your mailbox is full and/or has exceeded its allocated size. Because computer viruses and other malware are best distributed through e-mail, many e-mail service providers, companies, and e-mail programs prevent certain types of file extensions from being distributed or received through e-mail. For example, Microsoft Outlook protect its users by automatically disabling certain file extension types from being received in e-mail

Q: EMAIL - Are spaces allowed in email addresses?

Just like an Internet URL no spaces are allowed in an e-mail address. However, names can be broken up using a period; for example, John Smith may have an e-mail address: john.smith@example.com or john.s@example.com because no spaces are allowed in the e-mail address.

Q: NETWORK - I can't connect to my network drive anymore?

Verify that the network cable is properly connected to the back of the computer. In addition, when checking the connection of the network cable, ensure that the LED’s on the network are properly illuminated. For example, a network card with a solid green LED or light usually indicates that the card is either connected or receiving a signal. Note: generally, when the green light is flashing, this is an indication of data being sent or received.

Q: NETWORK - How do I map a network drive?

Open Microsoft Explorer. From Explorer, click the Tools drop down menu and click the option “Map Network Drive.” Specify the network drive or network computer as the folder. If the computer’s name was hope, to map to that computer, type \\hope If you wished to map to a shared folder on the hope computer such as a mp3 folder, you would type \\hope\mp3. If a different username or login is required to connect to this computer or drive it must be specified in this window before clicking the finish.

Q: NETWORK - How do I determine my computer's name?

Right-click My Computer. Click Properties. In the Properties window, click the Computer Name tab. Within this tab you’ll be able to see the full computer name, workgroup and also a description. If you wish to change the name or workgroup, click the Change button.

Q: VIRUS - What is a computer virus?

A computer virus is a software program that has been intentionally created to cause a user grief, spread to other computers, or destroy data on an individual’s computer. To help prevent a computer from becoming infected by a virus, software developers have developed anti-virus programs that stay active on the computer helping to protect it. It is important to realise that many computers do not come pre-loaded with these already installed and that if computers do come with these programs, the programs may expire within 90 days.

Q: VIRUS - Does Windows come with virus protection protection programme?

All versions of Microsoft Windows do not come pre-installed with a virus protection program. This includes: Microsoft Windows 7 and Windows 10.

Q: VIRUS - Can a virus damage a computer hardware?

No. Computer viruses are software code designed to spread to computer files and other computers, delete files, and cause other problems with the data on the computer. So if you’re experiencing an issue with a hardware device such as your printer, video card, sound card, etc. it is not due to a virus.

Q: VIRUS - If I format or erase my hard drive will it remove a virus?

If your computer is infected with a virus formatting or erasing the hard disk drive and starting over will almost always remove any type of virus. However, keep in mind if backups have been made that contain the virus, other media or drives connected to the computer have a virus, your computer is connected to another computer on a network with a virus, and/or the virus is stored on some other type of software you use with your computer it can become re-infected if not properly protected.

OTHER

Q: What is the cloud?

The cloud, simply, refers to software and services that run on the Internet instead of your computer. These services are normally run inside Datacentre’s where optimal power, connectivity and redundancy is built into the location. This ensures the server hardware runs at its optimum performance and in the event of failures there are backup procedures in place to prevent downtime. Contact us at sales@arcsystems.co.uk to have a tour of the Arc Cloud.

Q: How do I delete Internet Cookies?

Microsoft Internet Explorer users can go to ‘Tools’ (or the little cog icon in the top left), then go to ‘Safety’ and choose ‘Delete browsing history…’, you can then choose to delete your Internet cookies. In Google Chrome, go to ‘More Tools’ and choose ‘Clear browsing data…’. Firefox users can go to ‘History’, then choose ‘Clear recent history…’.

ASK US A QUESTION