Frequently asked questions

•   What do your support agreements cover?

We provide support on virtually everything that you would expect to see within a computer network. Specific areas that we support include the most important piece of equipment on your system, the data File Server, the computer workstations, Microsoft operating systems and applications, printers, routers, switches, hubs, the network infrastructure, Internet connections, firewalls... basically if anything goes wrong on your network, we would like you to consider Three Cherries as the first point of contact for support.


•   What operating systems and applications do you cover?

Three Cherries supports Microsoft Server based Operating Systems such as, Windows NT4 Server, Windows 2000 Server, Windows 2003 Server, all versions of MS Small Business Server and all desktop Operating systems from Windows 95 to Windows XP Professional

We also support MS Office 97, 2000 and XP and the various individual packages contained therein such as MS Outlook, MS Excel etc.


•   We have specialist software written by a third party. Can Three Cherries support that?

A lot of our clients have specialist software applications that are written and supported by another company. If the supplier is happy to work with Three Cherries, we are very happy to work with them! It is in everyone's interest to have seamless support and at three Cherries we strive to achieve that. It is sometimes the case that the client feels like "Piggy in the middle". At Three Cherries we have a structured way of dealing with those situations that will protect you from feeling isolated whilst moving things forward positively.


•   Do you provide hardware support?

We certainly do! In fact, most of our clients have a total support service through Three Cherries that even includes the cost of replacing potentially expensive components free of charge.

Our initial meeting with you will enable us to establish a proposal that addresses your requirements and your budget.


•   Can you supply me with new hardware as well?

Three Cherries can supply any hardware or software that you may require. Some of our larger clients have regular business reviews with their account manager. Most business owners appreciate a structured approach to the management of their hardware purchasing. Your account manager can advise you what is likely to need upgrading or replacing in the next 12 months so that you can budget accordingly.


•   Tell me about a typical client. What are they like?

Three Cherries supports a vast range of differing client types across many business sectors. Our smaller clients tend to leave everything to us and then get on with what they're good at, whilst our larger clients have their own IT department and we support the personnel in the IT department by providing overflow systems engineers when they are under pressure or more advanced technical services as required. In between these is our core customer base of small to medium size businesses ranging from ten to two hundred employees.


•   You sound like you know what you're doing. So are Three Cherries expensive?

Three Cherries - and presumably our existing support clients - don't think so. Some organisations charge less than Three Cherries, some an awful lot more! We consider ourselves to be at the very top of the market in terms of quality, but substantially lower down the scale in terms of cost. We're certainly a lot cheaper than lost data or a day spent with an office full of staff doing nothing because the computer network is down. During our systems health checks we have identified computer networks that were so vulnerable that the business itself was in jeopardy as a result. Ask yourself "What price would I put on my business?"


•   I don't budget for computer network support. Why should I do so now?

It's simply unrealistic to expect your computer network infrastructure to run forever without having any problems. Since this is a crucial business asset it's equally unrealistic not to have it adequately supported. You should consider the support costs as necessary to ensure maximum productivity from what can be one of your most expensive business purchases.


•   Can I buy a block of hours or just pay for support when something goes wrong?

If you pay by the hour, whether you buy up front or pay as you use, you are probably buying a second rate service that comes to you with built in disagreements about how long work has taken, or whether the fault should have been fixed properly in the first place, and the only support you are getting is what you request in a support call.

A Three Cherries support contract will give you fixed cost proactive support. We work on your systems in the background, checking, monitoring, preventing faults, as well as reacting to reported problems. When things do go wrong our incentive is to get you back to work quickly with a first time fix, we have ISO9001 quality procedures in place to ensure that.


•   I've heard all this before. What's different about Three Cherries?

Attitude and empathy.

Three Cherries simply will not allow you to become "the piggy in the middle". Where necessary, we resolve problems first and deal with the (still) necessary administration afterwards. It is usually the case that the client is simply not interested in who is responsible for resolving the problem; they simply want the problem resolved and the Three Cherries team understand that.


•   I want more. What else is different about Three Cherries?

Since Three Cherries started trading we have built up an excellent understanding of our clients; their likes and dislikes, what works for them, what doesn't and perhaps most importantly what they expect from their IT support company. What they want, is what we all want; honest objective advice, a reliable delivery of service, effectiveness, value for money and accountability. Fewer and fewer organisations recognise the importance of these values. They may only be small things, a returned phone call when promised, helping with an extra problem on site even though no call has been logged, things like that, which makes us different. It is in our interests to develop a long-term relationship with the client and that is what we strive to do.


•   We have a support contract with another company, but are not happy. Can you help?

Three Cherries understand that you have had a bad experience and might be nervous about changing supplier. We have helped some large clients with very complex IT infrastructures to migrate to a Three Cherries support contract without difficulty. If it would help, you can speak with clients that have gone through the same experience and learn how we helped them. To help you make the right choice we can give you a trial period or a competitive upgrade to the support that you need.

Delaying the right decision is the wrong option.


•   I see Three Cherries is ISO9001 registered, what does that mean to me?

Most IT organisations that you talk with will not be ISO9001 registered. They aren't registered because it's too much hassle and very expensive. Three Cherries takes a different view. ISO9001 is a quality accreditation, independently assessed and verified. It means that Three Cherries has proven, documented procedures for dealing with its' clients and their problems. Procedures that work and can be checked and tested. Three Cherries takes quality control very seriously and is extremely proud to have been awarded this coveted mark of excellence.


•   What do I do now?

Click the phone button in the left margin and we will call you.