Bank of Hours IT Support
Flexible IT support for SMEs that need dependable help on-demand, without the commitment of a fully managed service agreement.
IT Support That Moves at Your Pace
Some businesses aren’t ready for a fully outsourced IT department. You may be at the start of your growth journey, managing a compact team, or drawing on the expertise of internal IT staff who just need a bit of extra support with networking or security problems.
Bank of Hours (BOH) support gives you the freedom to access expert engineering time when you need it most. You call and we swing into action; deploying seasoned engineers to fix emergent problems and restore productivity.
Most clients who start as BOH customers eventually move to a fully managed service plan because it offers better value for money, a more proactive service and significantly more strategic support for your team, but we retain a BOH offering for clients who aren’t ready to make that commitment, or want to try working with us before committing to a long-term managed service agreement.
If you’re exploring outsourced IT support but aren’t ready for a full managed service, or you simply need reliable technical expertise you can call on whenever required, BOH support gives you exactly that.
Draw Down Hours for Anything You Need
With Bank of Hours (BOH) support, you stay in control. While we won’t be able to offer the layers of strategy, oversight and proactive management associated with a managed service, your pre-purchased hours can be used for almost any IT requirement.
This flexible delivery model makes BOH an ideal fit for organisations that prefer an on-demand approach, or those navigating transitional phases where IT needs fluctuate. If you engage us to provide BOH support, you can use your hours on:
- Day-to-day support when devices fail or users run into issues
- Holiday cover or overflow support for in-house teams
- Specialist engineering time for short-term projects
- Office moves, new equipment rollouts or cloud migrations
- One-off configuration changes or troubleshooting
- Support for smaller teams who need occasional help but lack the budget for a managed service
What BOH Support Doesn’t Cover
Because Bank of Hours (BOH) support is a reactive service, it does not include the proactive elements that underpin our managed IT service. BOH clients do not benefit from:
Scheduled site visits
Normally, we’d deploy members of our engineering team to your premises on a regular basis.; enabling us to spot problems before they bed in, and talk to staff about emergent requirements or minor frustrations that might not prompt a ticket. For BOH customers, the onus is on you to flag issues.
Strategic planning or IT roadmaps
Managed service customers benefit from holistic planning and bespoke IT strategies designed to support their growth and ensure their IT estate evolves in the right direction. For BOH customers, strategic planning and roadmaps will need to be generated by in-house teams or bought under a separate contract.
Ongoing monitoring or maintenance
Many of our monitoring solutions, including cutting-edge network monitoring via software solutions like Cisco Merkai can only be accessed by managed service clients who are paying for proactive support. Similarly, routine software and hardware maintenance isn’t covered under a BOH contract and would need to be purchased separately.
Lifecycle management or end-of-life guidance
Our expert team will use BOH hours to help you source and onboard replacement hardware, but we only offer lifecycle management services, where our engineers proactively monitor and replace hardware or software as it approaches end of life if you are a managed service client.
Why ITWORX?
With over 50 years of combined experience across our commercial team, we have quickly established ourselves as the North East’s leading IT service provider.
Responsive Service
Whether connecting remotely or putting boots on the ground, our IT team responds quickly; prioritising uptime and minimising disruption to ensure that your business maintains productivityOur IT experts Over time, you’ll get to know our engineers very well; relying on them to fix problems and restore operational efficiency with minimal fuss.
Deep Expertise
When you buy BOH support from us, you’ll know they’re accessing a team of in-house specialists with years of technical expertise. As one of the North East’s most established managed IT service providers, we also have a strong network of third-party contractors that we can call on for one-off tasks like installing cabling or penetration testing your security setup.
A Culture of Ownership
It’s easy to talk about values, but we walk the walk. Everybody who works at ITWORX shares a deep commitment to ownership, irrespective of whether we’re calling on third party providers or interfacing with your suppliers. When you run into an IT issue, we’ll work on it until it’s resolved, and we treat every IT estate as if it’s our own.
A Market-Leading R&D Function
We’re not satisfied with competence, which is why we invest in an internal R&D department that’s dedicated to staying ahead of the curve; learning and progressing IT knowledge so that our customers benefit from the very latest advances in network or cloud-based infrastructure, technology or software.
