Remote & On-site Support
Flexible IT support combining unlimited remote assistance with scheduled or emergency on-site engineer visits when hands-on help is needed.
Remote & On-site Support.
Not every IT issue can be resolved remotely - sometimes you need an experienced engineer on-site. Coffee Cup Solutions provides a flexible blend of remote and on-site support, ensuring your team always has access to the right level of help, no matter the situation.
Our remote support capability allows engineers to securely connect to your systems and resolve the vast majority of issues within minutes. From software problems and configuration changes to user support and troubleshooting, remote assistance is fast, efficient, and included at no extra cost on all managed plans. For issues that require physical intervention - hardware replacements, network installations, server maintenance, or complex troubleshooting - our field engineers are available for scheduled or emergency on-site visits.
We assign dedicated engineers to your account so the same people who know your environment are the ones providing support. This means faster diagnosis, fewer repeated explanations, and a more personal service. Whether your team is in one office or spread across multiple locations, we structure our support to fit your operations.
Unlimited Remote Support
Secure remote access to diagnose and resolve issues quickly, with no per-ticket charges or session limits.
On-site Engineer Visits
Scheduled or emergency on-site visits by experienced field engineers familiar with your environment.
Multi-site Coverage
Support for single offices or multi-location businesses with consistent service levels across all sites.
Dedicated Engineers
Named engineers assigned to your account who understand your systems, users, and business needs.
Key Benefits
How It Works
Contact Us
Raise a ticket via phone, email, or portal - our team determines whether remote or on-site support is needed.
Remote Resolution
For most issues, we connect securely to your system and resolve the problem within minutes.
On-site Dispatch
When physical presence is required, we dispatch a field engineer to your location, typically within 4 hours.
Documentation
Every visit and remote session is documented with actions taken, recommendations, and any follow-up required.
FAQs: Remote & On-site Support
Speak to a Remote & On-site Support Specialist
Our specialists will guide you from choosing the right solution to deployment and optimisation, helping you build a reliable, efficient IT environment.