This is our most basic support service where you call us when there is a problem or you need advice, and is really only suitable for simple networks consisting of a small number of computers. How we respond will depend on the nature of the problem and the urgency compared to any work we are dealing with at the time - the most efficient option might be to logon remotely to resolve the problem, or a site visit might be required to repair equipment that is broken. Whatever the issue, we'll discuss the problem with you, agree a priority and fix timescale in the light of any work we are currently dealing with and then will resolve the problem as agreed for you.
However, please note this is a totally re-active service - we do not monitor your equipment or ensure that backups are completing successfully - this is up to you to do. All our time and any materials or equipment/software supplied are chargeable.
Essential Network Support
Our Essential Network Support service is the next step up from the ad-hoc break-fix service, and is designed to give our clients the re-assurance of being able to call upon us when required and confirms our commitment to responding and addressing any IT issues as they arise. For an agreed monthly fee, we provide telephone and email support/advice, and will also monitor reports from backup applications to ensure that your data is protected. We're also willing to be included in any business continuity plans you might wish to develop.
Again, please note that whilst we monitor your backups as part of this service, we do not monitor your equipment for problems/errors. If more detailed monitoring is required, our Essential Server Support needs to be taken in addition for server monitoring, or our more comprehensive Managed Services Support is required.
All our time, except for email/telephone advice/support, is chargeable, as are any materials or equipment/software supplied.
Essential Server Support
To complement our Essential Network support service, we also provide Essential Server support which uses our dedicated monitoring software to watch critical aspects of client's servers and report issues as they arise. This includes monitoring for the amount of disk space used, checking server hardware is working normally and ensuring critical services like email systems or company databases are up and running. Any problems that arise are reported to us, and we take action in discussion with our clients as required. Our time spent monitoring systems is included in this service, but any remedial work work required, together with hardware/software will be chargeable.
Managed Services Support
Our Managed Services option is the most comprehensive level of support we provide, which minimises unexpected downtime through system failures at a predictable monthly cost. With our network monitoring software installed throughout your organisation, we can ensure that systems are running at their optimum. We also ensure that security updates and patches from Microsoft and other vendors are installed as required. Support is provided on-site or remotely as part of the agreement, and any network adminstration work such as adding new user accounts is also included too.