SmartSupport

smartsupport

24/7 IT experts, always available to you


SmartSupport is the expert IT support service from TDM Group. A highly skilled and experienced team, available 24/7 and dedicated to supporting the IT needs of our customers. SmartSupport delivers global coverage, supporting users, offices and IT infrastructure around the world.

SmartSupport provides a unified, centralised service that encompasses user support issues, infrastructure performance and incident management. Our IT support methods are designed to work in partnership with your business, not in isolation, and through our customer portal you can gain visibility of your infrastructure performance as well as transparency over support tickets.

SmartSupport is able to service business locations across the world with the same high standard of expert IT support, by providing a centrally managed service that standardises service levels and uptime to agreed SLA’s and performance benchmarks.

Expert support whenever you need it


The SmartSupport 24/7 ITIL service desk provides the necessary scale and the range of IT skills required to successfully support your business.

SmartSupport minimises the number of unproductive users by troubleshooting problems with expert staff and dedicated tools. Our ability to solve many incidents at first contact, coupled with our seamless escalation process for more complex issues, allows your users to quickly get back to ‘business as usual’.

The human touch


Our skilled engineers are the human presence at your locations that bring friendly, reassuring support to your users and face-to-face engagement to help solve any issue.

We can provide regular, scheduled visits to your sites at a frequency to suit your requirements. It’s important to have a human face to your IT services and with SmartSupport you can even request a dedicated engineer if one of our team becomes a particular favourite!

On-demand IT experts for your business


SmartSupport increases the range of IT skills and resources available to your business, without the overhead costs and resource required to assemble and manage an in-house IT team.

The SmartSupport team are trained, experienced and certified in a wide range of products, software and applications. They bring on-demand skills to your business and are a resource ready for your business to use whenever required.

Access without borders


The SmartSupport remote access team is able to accomplish a range of tasks remotely and without physical access to your infrastructure, removing traditional geographical barriers.

Our remote monitoring and management tools enable us to access, upgrade and fix networks remotely. We can also deliver these remote services in conjunction with our on-site engineers, ensuring our customers issues are dealt with quickly and with a human touch.

Taking away the headaches


Your IT infrastructure can be complex, bespoke and made up of a large number of elements that each require different resources to manage.

The SmartSupport infrastructure team specialises in the management and monitoring of your IT environment. They bring together the day-to-day technical support and troubleshooting of your hardware, software, licenses and operating systems, as well as system setup, configuration and maintenance.

Managing the systems that matter to your business


The core services team specialise in the monitoring and management of key,  business-critical systems. Their priorities are to expertly manage and monitor  the systems our customers rely on.

From CRM systems to ERP software, eCommerce websites to hosted exchange servers, and critical business applications that directly affect revenue, this team is dedicated to the constant performance and availability of your business’s core IT services.

SmartSupport – 24/7 global coverage


 SmartSupport  offers managed IT services to customer business locations across the world with the same high standard of expert IT support, by providing a centrally managed service that standardises service levels and uptime to agreed SLAs and performance benchmarks.

We support customers worldwide with unified support and managed IT services to global business locations. This brings consistent service levels, transparent costs and effective management of core IT services. SmartSupport’s global coverage is always expanding as we support new customers in new locations. If you have a requirement for a specific country, contact us today to find out how we can support you in any geographic location you need.

North America


  • Canada
  • California – Northern
  • California – Southern
  • Carolinas
  • Chicago
  • Colorado
  • Florida
  • Georgia
  • Great Lakes
  • Gulf Coast
  • Mid-South
  • Midwest
  • National Capital
  • New England
  • Northwest
  • Pennsylvania – Eastern
  • Pennsylvania – Western
  • Southwest
  • Texas – North
  • Texas – South
  • Tri-State – CT, NJ, NY
  • Upstate New York and Toronto

Central and South America


  • Argentina
  • Brazil
  • Chile
  • Colombia
  • Costa Rica
  • Ecuador
  • Mexico
  • Panama
  • Peru
  • Venezuela

UK and Europe


  • United Kingdom (11 London locations / 4 Manchester locations)
  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Gibraltar
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Luxembourg
  • Malta
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Romania
  • Russia
  • Serbia
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Switzerland
  • Turkey

Africa


  • Libya
  • South Africa

 

We can deliver high-speed connectivity throughout Africa, giving you reliability and performance across the region. For more information on specific locations please contact us directly.

Middle East


  • Bahrain
  • Dubai
  • Israel
  • Jordan

 

We can deliver high-speed connectivity throughout the Middle East, giving you reliability and performance across the region. For more information on specific locations please contact us directly.

China and Asia Pacific


  • Australia
  • Beijing
  • Hong Kong
  • Singapore
  • Tokyo

Our SmartSupport and Project Management teams follow the PRINCE2 project management framework for all work undertaken.

PRINCE2 methodology ensures the efficient management, transparent documentation and measurable delivery of the IT projects and services we provide.


The Information Technology Infrastructure Lifecycle (ITIL) is a set of best practices for aligning IT service delivery with the needs of businesses.

The SmartSupport service is trained in the ITIL service lifecycle which, alongside our ISO 9001 and ISO 27001 certifications, ensures consistently high quality IT service management.


The Help Desk Institute (HDI), is the worldwide professional association and certification body for the technical service and support industry.

TDM Group’s partnership with this organisation provides extensive training for SmartSupport in a wide range of areas and is part of the our ongoing strategy to constantly improve service delivery and the personal development of our staff.​​


SmartSupport and TDM Group as a company are accredited with ISO 9001, the world-recognised standard for a quality management system. It’s a framework that helps businesses improve customer satisfaction and staff motivation and requires that organisations have procedures and processes in place to promote continual improvement.


SmartSupport and TDM Group as a company are accredited with ISO 27001 which defines the requirements for an Information Security Management System (ISMS), including a rigorous assessment of all aspects of risk to a company and the information it holds.

It signifies that we have demonstrated we have the procedures in place to protect and safeguard the confidentiality, integrity and availability of any information we hold or process, both internally and on behalf of our customers.


SmartSupport and TDM Group as a company are accredited with ISO 14001, which controls environmental impact and constantly improves our environmental performance. This allows us to reduce the impact and cost of waste management, reduce our consumption of energy and materials, and lower our corporate footprint.

The benefits and value added services you can expect as standard from SmartSupport


As well as providing a quick and professional reaction to your IT issues, and the proactive monitoring and solving of IT problems before you’re even aware of them, SmartSupport also brings with it the processes, policies and standardisation that only comes from over twenty years experience delivering IT managed services.

We understand the value of professional process and it’s built into the culture of our SmartSupport service. It’s all in the details – the change controls that ensure organised infrastructure alterations, the user communication that makes your business aware of IT change, or the IT procurement approval process that ensures transparency and budgetary control.

Transparent and defined SLAs


Service Level Agreements (SLAs) are a key part of SmartSupport’s service delivery and are the measurement for success both internally and externally. As well as being the benchmark for our service response times, they also form the foundation of SmartSupport’s internal key performance indicators.

Expert monitoring tools


SmartSupport provides one unified service that encompasses user support issues, infrastructure performance monitoring and incident management. Through our customer portal you can gain visibility of your infrastructure performance as well as transparency over support tickets.

Clear incident management


SmartSupport operates an Incident Management process that reflects our ITIL ideology and training. Using these processes we are able to detect and identify serious IT threats to your business as early as possible, assigning resource for diagnosis and escalation, and quickly restoring your service to ‘business as usual’.

Success from the start


We understand the importance of a successful on-boarding process. Getting things right first time ensures an excellent user experience, builds confidence within the business and allows you to comfortably handover IT support to us while you concentrate on your other business priorities.