Frequently Asked Questions (FAQ’s)
Over the past decade, we have noticed the following questions and queries raised time and again. So to make life easy for you, here are the answers.
How credible is Utilize?
After 20 years of trading, Utilize now turns over in excess of £5 million and employs 50 members of staff. We have achieved important quality standards including ISO-9001 and Investors in People and have won a string of business awards. Utilize is an accredited Microsoft Gold Partner and has also been named a Microsoft Small Business Specialist.
Can you provide support outside of normal business hours?
Standard hours of cover are from 9.00am to 5.30pm Monday to Friday. However, Utilize engineers are on call 24 hours per day, 365 days per year so your SLA can be upgraded to include 24/7/365 support or a one-off out-of-hours incident pack.
How secure are my passwords and other sensitive company data with Utilize?
ISO 27001 is an accreditation for organisations that manage information on behalf of others, such as IT outsourcing companies. Our achievement of this standard should reassure all Utilize customers that their information is being protected to the highest standards. Please ask for more details.
We don’t want any surprise charges. Is everything included?
Most Utilize support agreements include all parts and labour so there are no hidden extras for standard calls within the hours and terms agreed in your contract. However, labour-only contracts are also available, should this be more appropriate to your requirements.
For any new installation or support work that may be required outside of the agreed terms of your contract, you will be advised of our charges and asked to sign your acceptance before we proceed. Some customers find that building regular administrative hours into the support agreement helps to plan their IT spending.
Does Utilize support third-party software applications?
In addition to Sage applications, standard Microsoft operating systems and Office software, our customers use a wide variety of third-party applications to conduct their business. Utilize provides direct support on some of these key applications including ACT and INVU.
Will Utilize keep us informed of technological developments that affect us?
We work in a fast-moving industry and consider it an important part of our brief to keep our customers informed of changes in technology that could affect their business. We achieve this through scheduled account manager visits, regular communication on new products and services and a monthly newsletter that we broadcast via email.
How strong are your supplier relationships?
We strive to maintain excellent relationships with our preferred suppliers. Utilize is a Microsoft Gold Partner and Small Business Specialist, an award-winning Sage Business Partner and accredited reseller for many other well-known vendors. These relationships can be invaluable to our customers when specialist support is required on specific faults.
Can you supply customer references?
Yes, just ask. We have numerous customer testimonials that we can supply upon request.