Case study

Comprehensive Mac support contracts
at the AA

When the AA were looking for comprehensive Mac support for their office in Basingstoke, they came to us. We put together tailor-made support contracts for both their Mac hardware and Adobe publishing software to help minimise IT downtime.

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Why did they come to us?
The AA needed better support for their Mac estate, so got in touch with our Apple team.

What did they need?
AA Media’s Digital Product and System Manager, Ian Little, first called us in 2011, looking to improve the level of IT support they were receiving at the time.

How did we help?
Our Head of Service Delivery for IT Services, Martin Stinchcombe, suggested a contract that would cover them for remote support of their Mac hardware, macOS software and Adobe software deployment. The remote support would mean our tech team could log on to the AA’s systems remotely to make diagnosing problems more straightforward. For more hands-on support, the package also included one day’s onsite support from one of our IT specialists per week, where any specific issues could be resolved in person. We also recently worked with them to roll out a large deployment of Adobe’s Master Collection and Design Standard software through Adobe Volume Licensing, giving them more predictable budgeting.

What were the benefits?
Since making the switch, the AA have received an improved service with a guaranteed one hour response time from their dedicated email contact, and four or eight hour break-fix times on all hardware. Crucially, they’ve also made a saving against their support budget, which has been a real boost for them in the current economic climate.

“Working with Jigsaw24 has been a great experience. They made the whole transition process stress-free and, since we’ve had our support contracts, I’ve had peace of mind knowing the business has engineers that are just a phone call or email away.”

Ian Little, Digital Product and System Manager, AA Media.

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The AA (Automobile Association) are the largest vehicle services company in the UK, providing breakdown cover, insurance and lessons to millions of drivers.