Remote IT Support
Remote IT support for UK businesses
ATS Connection provides remote IT support services from Arundel in West Sussex: an unlimited helpdesk your staff can call, named engineers who connect securely to fix problems on the spot, and 24/7 monitoring in the background. Most issues are fixed without anyone visiting, wherever your team works. It is a fixed monthly price from £30 per user, and our IT support pricing is published in full.
<15 minutesAvg. response
Named engineersWho know your setup
100+
Businesses supported
Since 2015
Supporting UK businesses
98%
First-contact resolution
<15 min
Average response time
Remote Support
What our remote IT support covers
Remote IT support is how most day-to-day problems get fixed: you call or log a ticket, an engineer connects securely to the device and the problem is sorted while you carry on working. It is part of our business IT support, and we arrange a visit when something needs hands on site.
Unlimited remote helpdesk
Call us from 9am to 5.30pm on working days, as often as you need. There is no per-ticket charge, and urgent out-of-hours support is there when something cannot wait.
Secure remote sessions
With your permission, an engineer connects securely to the laptop, PC or server with the problem and fixes it there and then, without anyone needing to visit.
Security on every device
Endpoint protection and patching come with every package. Managed cyber security, backup and Cyber Essentials guidance are added on Complete IT and security.
Proactive monitoring
Monitoring runs around the clock and security updates go out across every machine, so many problems are fixed before anyone notices them.
Home and hybrid workers
Staff at home or on the road get the same support as the office, with their devices managed and protected wherever they connect from.
Fast resolution
Our average response is under 15 minutes, and 98% of issues are resolved at first contact, usually without anyone leaving their desk.
How it works
How remote IT support works
Most IT problems never need an engineer in the building. They need someone who answers quickly, knows your setup and can get onto the machine. That is what our remote support is built around.
01
Tell us
Call the helpdesk or log a ticket. A named engineer picks it up, and our average response is under 15 minutes.
02
We connect securely
With your permission, the engineer connects to the affected laptop, PC or server over a secure remote session.
03
We fix it
The problem is fixed there and then, while you carry on working. 98% of issues are resolved at first contact.
04
On site if needed
Hardware faults, cabling and installs need hands on. We set out what on-site cover you get in your quote.
<15 minAverage response time
98%First-contact resolution
24 / 7 / 365Proactive monitoring
WHAT IT COSTS
How much does remote IT support cost?
Remote support is included in both of our fixed monthly packages, with no per-ticket or per-call charge. Core support is £30 to £48 per user per month, and Complete IT and security is £55 to £90 per user per month. Where you land in each range depends on your setup, such as on-premise servers, compliance requirements or faster response needs.
If you only need help now and then, ad hoc remote support is £100 an hour. For the full breakdown, see our IT support packages and pricing, or get a rough figure from the IT support cost calculator.
| What you get | Core support | Complete IT and security |
|---|---|---|
| Price | £30 to £48 per user, per month | £55 to £90 per user, per month |
| Typical cost for a team of 15 | £500 to £700 a month | £850 to £1,350 a month |
| Unlimited remote helpdesk, 9am to 5.30pm, plus urgent out-of-hours support | Included | Included |
| 24/7 monitoring, patching and endpoint protection | Included | Included |
| Named engineers and a response time in writing | Included | Included |
| Staff onboarding and offboarding | Included | Included |
| Managed cyber security | Not included | Included |
| Microsoft 365 management | Not included | Included |
| Backup and disaster recovery | Not included | Included |
| Cyber Essentials guidance and regular IT strategy reviews | Not included | Included |
All prices exclude VAT. Licences are billed at cost, and a one-off onboarding fee, typically £500 to £2,000, covers auditing, documenting and taking over your systems. Rolling annual agreement, billed per user. Ad hoc remote support without a monthly package is £100 an hour.
ONSITE AND REMOTE IT SUPPORT
What we fix remotely, and when we come on site
Remote support handles the vast majority of day-to-day work. Some jobs need an engineer in the room, and our offices in Arundel and Chichester mean we can be on site across Sussex and into Hampshire.
Whether on-site visits are included depends on how close you are and which package you are on. We set it out in your quote, and project work such as an office move is quoted separately or charged at £340 a half day or £650 a day.
Usually fixed remotely
- Password resets, locked accounts and multi-factor authentication
- Outlook, Teams, OneDrive and SharePoint problems
- Software installs, updates and licensing
- Slow or misbehaving laptops and PCs
- Printer and scanner set-up on the network
- New starters and leavers: accounts, access and devices
- Security alerts and suspicious emails
For businesses outside Sussex, everything on this list is handled the same way.
Needs someone on site
- Hardware failures that need a part swapping
- New network, WiFi and cabling installs
- Office moves and new office set-ups
- Servers, comms cabinets and firewalls
- Phone system and broadband installs
Many of these are planned projects, so we agree the scope and price before anyone travels. Our guide to onsite vs remote IT support explains how to compare on-site cover between providers.
Case study
Supporting a team in the office and out on installs
Bright Spark Energy is a family-run solar, battery and EV charger installer in Wick, Littlehampton. For the past four years ATS has managed the six-person team’s IT, cyber security and VoIP phones, in the office and when they are working remotely.
- 6 staff
- Wick, Littlehampton
- ATS client for 4 years
- IT, cyber security & VoIP
What they needed
- Systems the whole team can rely on
- Phones and email that work in the office and remotely
- Customer and business data kept secure
- IT that keeps up as the business grows
What ATS provides
- Managed IT support
- Cyber security across every device and account
- A managed VoIP phone system
- One team for all of it
ATS Connection manages our IT, cyber security and VoIP, giving us one team to rely on across the business. As a solar installation company, our staff need dependable systems and communications both in the office and when working remotely. ATS is responsive, knowledgeable and proactive, and having our IT and security managed properly gives us confidence that the business can keep running smoothly as we grow.
Mark StevensonDirector, Bright Spark Energy, Littlehampton
Crucial Environmental
ATS has looked after their IT since the start of 2019, moving them off ageing on-site hardware to a fully managed cloud platform that scales as they grow across the UK.
Akkadian International
A team working in high-stakes environments worldwide, secured with 24/7 managed antivirus, two-factor controlled data access and ongoing staff training.
Drummond Board Advisory
A financial advisory firm with offices in the UK and America, moved to a cloud platform with 24/7 remote management and stronger cyber security.
Free • No obligation • Senior engineer • 30 minutes
Talk to us about remote IT support
Book a free, no-obligation IT review. A senior engineer will look at your setup, flag the risks and quick wins, and tell you what remote support would cost for your team.
What you’ll get from your review
- Operational and security baseline of your current environment
- Clear summary of risks, gaps and quick wins
- Recommended managed service scope and roadmap
- Transparent pricing with no obligation to proceed
If it is urgent, call us on 01903 255 159.
Cyber Essentials Certified
Verified UK security baseline
Microsoft Partner
Modern Workplace specialists
Rated 5.0 on Google
By Sussex businesses
<15 min Response Target
98% first-contact resolution
What clients say
Rated 5.0 on Google by Sussex businesses.
★★★★★
We have been with ATS Connection for years and they have always been reliable. Fast, efficient, and they really know their stuff.
MichelleNorthgate PropertiesGoogle ★ 5.0
★★★★★
Their proactive IT support has saved us a lot of headaches. We can focus on growing our business knowing our IT is sorted.
VickyCallatech EngineeringGoogle ★ 5.0
★★★★★
ATS Connection has been a huge help. Whenever we run into IT issues, they are always there to resolve things quickly.
NicholasNorfolk Arms HotelGoogle ★ 5.0
FAQ
Remote IT support: common questions
Remote IT support is help with your computers, accounts and systems delivered over the internet rather than in person. You call or log a ticket, and with your permission an engineer connects securely to the device with the problem and fixes it while you carry on working.
Yes. An engineer only connects to a device with your permission, over a secure connection. Endpoint protection, patching and monitoring on every device come as standard, and we are Cyber Essentials certified ourselves.
Remote support is included in our monthly packages: Core support is £30 to £48 per user per month, and Complete IT and security is £55 to £90 per user per month, plus VAT. Ad hoc remote support without a package is £100 an hour. Full details are on our IT support packages and pricing page.
Our helpdesk is open from 9am to 5.30pm on working days, and urgent out-of-hours support is available when you need it. Monitoring runs around the clock.
Our average response time is under 15 minutes, and 98% of issues are resolved at first contact. Your guaranteed response time is written into your agreement.
Yes. Remote support works the same wherever your team is. On-site visits depend on how close you are to our Arundel and Chichester offices, and we set out what on-site cover you get in your quote.
Yes. Most issues are fixed remotely, and our engineers visit for jobs that need hands on, such as hardware faults, network installs and office moves. Read more about our business IT support.
Yes. Home and hybrid workers get the same support as the office, with their laptops managed, patched and protected wherever they connect from.
Our support is a rolling annual agreement, billed per user. If you only need occasional help, ad hoc remote support is charged at £100 an hour instead.
We audit and document your systems, manage the handover from your current provider and take over without disrupting your team. The one-off onboarding fee, typically £500 to £2,000, covers this. Our switching IT provider page explains the process.
