Support

OfficeLabs Retained Technical Services (RTS)

Extend your 3rd line IT team when you need to with telephone, remote and onsite project work or technical support.
  • Purchase time in advance and in return get guaranteed service levels and access to our skilled and qualified people when you need them.
  • Ideal for escalating issues quickly and effectively should you need additional skills or technical resources.
  • Great for providing outsourced specialist expertise for IT projects, training or technical support.
  • RTS hours don’t expire and are simply drawn down as and when required.

Support services are one of the most vital functions of any business, yet they are also the most overlooked and underfunded. Your support team is almost like a second sales team, but actually more important – not only are they often the face of the company externally, but they are also the first port of call internally for your end users.

When you implement a new IT project, it is therefore vital to consider how it will be supported when it is completed. Will you have a dedicated team solely focused on your Office 365 roll-out, for instance? Or will you be absorbing the support for your new SharePoint implementation into your existing IT function? Are you planning on just using support for technical issues, or are you going to be doing additional development work for which you may need additional assistance?

At OfficeLabs, we understand that choosing the right support model can be tricky. You may not know how much help you will need, or how long for. You may want your IT team to handle the bulk of any issues from the outset, or you may need a period of time where you can feel confident that if any queries arise, you can pick up the phone and speak to an expert.

OfficeLabs – our support services

OfficeLabs offer an incredibly flexible support model, which you can utilise across our entire suite of services. This isn’t limited to standard technical issues or queries – it can also be used to help you develop your business. Do you have an upcoming project you need consultancy in before you reach implementation? Maybe you need assistance developing a complex website and need Microsoft SharePoint support? Or perhaps you are looking to upskill a new branch of your business in Gimmal, and need experienced trainers to provide a tailored training course? OfficeLabs can provide all of this, and more.

Retained Technical Services (RTS)

The nature of IT means that software and infrastructures often change. Your IT team must adapt at a relatively fast pace to support a new roll-out, and sometimes they need assistance. It’s reassuring, then, to know that if you need to pick up the phone and ask for help, someone will be there for you.

With OfficeLabs’ Retained Technical Services, you can purchase blocks of time in advance (in days) which are then broken down into 10-minute units. You can use these units in any way you see fit, providing you with full flexibility and a wide range of services on which to utilise them. You’ll be confident that you can get access to our skilled and qualified staff to assist you when you need it, and our guaranteed service levels mean that you won’t need to worry about waiting for a response.

Whether you are looking to provide outsourced specialist expertise for IT projects, creating a training programme, or simply need additional support to assist your in-house IT team, RTS can be called upon and as much or as little of your banked time can be spent as you require.

A variety of support methods

RTS can be utilised in a number of ways to suit your business. We have a dedicated technical helpline which is manned from 9 to 5:30 every weekday. We can provide remote support via a number of connectivity tools, to provide support via screen sharing for tasks in which you need to collaborate with us on. Finally, you can even use RTS for onsite project work and have OfficeLabs send experienced staff to your business to gather requirements, provide training, or offer consultancy services at all levels of your company hierarchy.

All of these support options are included in RTS, and are covered by a solid service level agreement for your peace of mind.

RTS – covering all OfficeLabs services

OfficeLabs offers a huge range of Microsoft solutions, including Power BI, Dynamics and Yammer – all of which you can spend your RTS time on. However, it can also be used on absolutely any of our other services, too! If you need consultancy, assistance with automation, software development support, or even help making sure your company is compliant ahead of the GDPR roll-out in May 2018, you can book in RTS time for that as well.

We have an in-house development team who are experts at building on your existing Office 365 and SharePoint infrastructure, migrating services, and implementing Gimmal. We also provide a range of training courses to suit your requirements and can even help you get a stalled project off the ground and see it to completion. RTS can be used for all of these services – just let us know what you need!

Use RTS when you need it, for as long as you need it

In addition to your queries being handled by subject matter experts, another great benefit of RTS hours is that they never expire. Some consultancies only let you roll over purchased support time for a month or two. We believe that if you’ve paid for something, you should be able to use it as you see fit.

As such, if you buy a block of RTS time from OfficeLabs it can be used now, or for a specific project a few months in the future, or even just stored indefinitely for when you need it most – perhaps for more complex support queries your IT team might need assistance with. And better still, because both telephone and remote support can be utilised in 10-minute increments, you won’t be wasting an hour at a time on short calls.


These are just some of the benefits that using Retained Technical Services can provide to your company. When you book an appointment with an OfficeLabs consultant, they will talk to you in depth about your business needs, and what support requirements you have. Remember, RTS can be used on any of our services. Making sure your business runs as smoothly and efficiently as possible is why OfficeLabs has been chosen by both FTSE 250 companies and huge public sector bodies, and our no-jargon approach will let you talk to us with confidence about your requirements.

To request a call, simply fill out this form and one of our team will ring you back.

Need expert advice? Get in touch with OfficeLabs today!