Help Desk Cover & Support Services to keep your business running smoothly.

Keeping your business covered always.

Your experience does not end once you have acquired one of our products – we deliver first class help desk support to meet your every need and offer remote & on-site support for all your devices.

Committed to supporting our customers

We understand the importance of maintaining optimum productivity in an office environment and provide first class support services that allow you to focus on the core areas of your business whilst resting assured that the technology which your work relies upon is running efficiently.

Experience counts, and for over 21 years we have been providing customers with peace of mind, because you can rely on us to minimise your downtime, maximise productivity and protect your investment.

We will proactively and continuously help you to maximise the efficiency and effectiveness of your office infrastructure with bespoke advice from experts in workflow solutions, document systems and IT processes.

MEET OUR TEAM »
45%
80%

45% of issues are resolved online or by phone.

So in almost half of cases, your product will be back up and running in no time.

80% of software problems are resolved remotely.

Our highly skilled and experienced analysts provide prompt problem solving before business is affected.

Support Services explained

We offer a wide range of Network Analyst Services to ensure that your office infrastructure is set up installed, connected in a manner that will optimise your investment.

Our trained network analysts can assist with:

  • Re-networking of hardware and network cabling.
  • Setup & Installation of drivers on new PCs & laptops.
  • Equipment relocation of basic office equipment right through to complete print rooms.
  • Configuration of software, such as scanning to a network folder or email.
  • User Training to ensure that work groups make the best use of the feature rich functionality available across our solutions.
  • Diagnostics to help fix printing/network issues.

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With a choice for rapid problem-solving and hands-on technical support, we operate a ticketed telephone and e-mail help desk facility that our customers can use to request support services.

You can speak to our experienced help desk support team on the phone or access online support via email.

  • Maintained Equipment (Xerox)
    Telephone 0370 900 5501
  • Maintained Equipment (Managed Print Services)
    Telephone 0370 850 7832.

Our support team will continuously monitor your devices to provide proactive troubleshooting and a responsive approach to fault alerts.

To assist with the troubleshooting process we may, in the first instance and with your consent and co-operation, request remote access to diagnose and repair issues.  Such co-operation may include you replacing consumables or any other reasonable task at our request.

Our help desk support facilities are available from 9:00am to 17:30pm, Monday-Friday, excluding public holidays in England. Where required, we may agree to provide support services outside of these support hours*.

We aim to respond to support requests as soon as possible and within reasonable time. Where possible, we will provide an estimated time frame of how long any reported issues may take to resolve.

We will use commercially reasonable efforts to achieve delivery of consumables within two working days from the date of order.

*Additional costs may apply.

If your product needs hands-on technical support, our support engineers deliver prompt care and rapid problem solving to help minimise downtime caused by unexpected technical or hardware issues.

Our engineers have access to the direct nationwide back up of our solution partners’ specialist engineers, who carry spare parts to fix machines on-site instantly and can be on site by the next business day, or even sooner in most regions.

On-site service is at our, or one of our authorised service representative’s sole discretion and is considered an option of last resort. As a pre-requisite to an on-site service, you are required to go through our troubleshooting process by telephone and co-operate with us to ensure that issues are resolved as quickly and efficiently as possible.

Our obligation to provide support services shall extend to the premises listed on the Services Agreement only. The Services Agreement shall commence on the date we deliver the Maintained Equipment; or install the Licenced Software; or upon signature by us, whichever is earlier.

Other ways that we can support customers

Analyst Services

Analyst Services

We offer a wide range of network analyst services to ensure that your print infrastructure is installed, connected and set up to help you make the most of your investment..

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User Training

User Training

We can provide product training delivered on-site, face-to-face by an instructor or through online self-training programmes..

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Flexible Finance

Flexible Finance

Our Finance offerings provide you with the right financial proposition to invest in your new solution.

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Short Term Rentals

Short Term Rentals

Short term printer and copier rental tahat alls you to produce documents for special events or meet short term demands, from 3 days up to 1 year duration.

What People Say

“DNS run a very good support logging system that allows them to control all issues quickly and promptly. When I log a support email I get an automatic response telling me it’s in the system, and more often than not an email back within 5 mins with a resolution or a plan to correct to the problem.”

Kieran Spiers, Finance Director, NCS Fabrications

“Mark has assisted our business group for over 15 years with a unique blend of reliability, consistency and innovation which we find to be very rare in the tech world.  The new product delivery, management systems and implementation have allowed us to grow at considerable rates whilst maintaining, or in some cases lowering our overall liabilities and costs.”

Dave Horton, Director, Associated Beauty Therapists Ltd

“IC Electrical Ltd sought an IT support solution that could manage not only the day to day server and desktop applications but also printer interfaces and document sharing. DNS with its long established history with Xerox were the ideal fit. Support is on hand as and when required – often at unsociable times. I would recommend DNS to anyone looking for more than just IT system support, moreover a complete office solution.”

Tim McNeilly, Commercial Director, IC Electrical

“Our business has depended on Mark’s help and efficiency for over fifteen years. His creative thinking in problem solving makes him much more than ‘just another IT guy’ and in addition he has always kept me abreast of new technologies which over the years has saved me time and effort in having to find out myself — which is a massive help in these busy times.”

Jayne Blake, Operations Director, PromoPack Digital Studios

“Mark has been available for consultation out of working hours, at weekends and when he’s supposed to be on holiday. And it’s that level of support that we as a business, and I personally, have come to rely on in helping to keep us ahead of our competitors.”

Jayne Blake, Operations Director, PromoPack Digital Studios

Existing customer?

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