cover to suit all needs
Below is an overview of our support packages and the level of cover offered.
CONTRACT BASED SUPPORT
Service Desk Level
With Service Desk, you pay a single monthly fee for support and we become your IT Department. This level of support covers:
- Proactive rather than reactive support
- Inclusive help desk and remote support
- Proactive system maintenance for all servers and desktops
- Guaranteed service levels
- 24/7 monitoring and alerting of servers and desktops for items such as:
- Server health and performance
- Vital Windows services are working
- Daily network health checks
- Daily backups have completed
- Disk space availability and consumption
- Anti-virus status and detections
Managed Services Level
With Managed Services you get everything as per Service Desk above, plus:
- Improved service levels
- Inclusive onsite support
* Neither service level covers new project work and Service Desk level excludes onsite support.
RETAINED TECHNICAL SERVICES
Retained Technical Services (RTS) is where you purchase time in advance and in return get guaranteed service levels similar to contract-based support, along with access to skilled and qualified people when you need it.
The hours do not expire and are simply drawn down when required. RTS tends to be very reactive and only used when problems arise.
We offer on-demand (or ad-hoc) support whereby you can simply call us when you need help or advice. There are no upfront costs and no fixed recurring charges.
This level of support does not offer any service level and is a completely reactive service.