Support Options

Service Description

Remote

Standard

Premium

Remote Access

P

P

P

Remote system monitoring

Monthly

Bi-weekly

Daily (M-F)

P

-

P

-

-

P

Telephone support. Calls are logged and response is within 2 hours.  The service is provided during normal working hours (M-F 8am-6pm) and you may also email us with problems if you prefer.

P

P

P

Software patches applied monthly

P

P

P

Site Survey and system audit

P

P

P

Remote control of key servers and desktops which allow us to respond quickly to resolve issues and also lets us carry out housekeeping tasks out of hours.

P

P

Onsite callout. Service is provided during normal working hours and next business day attendance is guaranteed.

P

P

Log Analysis. Monitoring of server logs.

P

P

Hardware maintenance. Specified hardware is covered and additional maintenance is provided by the vendor (cost of hardware maintenance is dependant on age, quantity and response required).

P

P

Regular on-site visits allow our engineers to attend to scheduled maintenance tasks, general upgrading of software and hardware and other tasks that cannot be executed remotely or by phone.

P

P

Quarterly Reporting.

P

P

Daily system monitoring. This is achieved using remote monitoring and access control software.

P

Preventative maintenance. Proactive monitoring and preventative fixes to avoid system failures.

P

24x7 Response. All incidents will receive 24x7 response with  next day onsite attendance if required.

P

Desktop healthchecks. Including installation of upgrades.

P

Performance statistics and disk monitoring.

P

Monthly reporting.

P