Support Features At-a-glance

At the heart of our Support plans is the Remote Support Service desk, this is open from 9am - 5.30pm on the Support Assist and Managed Support Plans. For the Enhanced Support plan extended hours are from 8am - 6pm. This represents the response-arm of our business. Behind that is the 24x7 Monitoring Team that represent the more preventive and proactive arm, identify issues before they occur. 

 

All plans include: 

Remote Support Service Desk

  • Our Team of Microsoft Certified Technicians are readily available to assist in any IT problem you may have. 
  • Telephone between 9am - 5.30pm
  • Extended Hours 8am - 6pm (Enhanced Plan only)
  • All Calls answered in 6 rings or less

24 x 7 System & Network Monitoring

  • We monitor your Server for conditions that could cause disruptions in service and lead to unwanted downtime
  • We manage and monitor your backups
  • We even monitor your workstations to ensure we are minimise support incidences and remediating conditions behind the scenes 

Maintenance Nights

  • Leave your PC switched on so that automated maintenance can take place out of business hours, minimising disruption and maximising performance of the PCs
  • The installation of critical and security updates are applied, Anti-Virus software is updated and also a full scan is run.
  • Be confident that your PC gets a performance tune-up and health check automatically. 

Security - Anti-Virus and Anti-Spam

  • Managed Support and Enhanced Support receive Anti-Virus software. We monitor updating, and identification of any viruses.

 

Management  Features

Service Level Agreement (Enhanced Plan only)

  • 1 Hour Response Guarantee
  • Call answered within 6 rings or 60 seconds

Dedicated IT Manager (Enhanced Plan only)

  • Your own appointed IT Manager 
  • Weekly Performance Reports
  • Asset Management, Forecasting and budgeting

 

Extras

Scheduled Onsite Support

  • Included in Enhanced Support plan.
  • A day onsite per month or quarter can be useful for project work or tasks that require an onsite presence. 
  • Fixed price day rate.

Emergency Onsite Support

  • An Engineer will be dispatched to site immediately if required if there is a Priority 1 incident that cannot be resolved remotely e.g. Network down, Email down for whole company, or Server down.

Out of Hours Support

  • Included for Enhanced Support plan
  • Only for Priority 1 incidences, e.g. Server down, Network Down.

 

Projects

Projects can be defined as items of work that require scheduling of resource, planning, a delivery date and usually take longer than 3 contiguous hours. Project work is quoted at the Contracted Hourly Rate and discount is received dependant upon which plan you are subscribed to. 

Business Continuity

  • Redundant WAN links, load-balancing and fail-over in event of line failure
  • Email continuity in event of network failure
  • Data Recovery

Office Relocation

  • Project Manage Internet Lines and Domain Name updates
  • Interim Email solutions for transparent office move
  • Network cabling, patch and point installation, data/server rack mount cabinets