Support Services

We offer support services via a combination of telephone support, remote management, onsite visits and proactive, scheduled maintenance.
 

Using remote access management software, we can provide remote support for the PCs and servers. With the remote access capability in place, we can dial-in to the PCs with the permission of the customer (the customer can control these access rights if desired) and take control of the machine as if we were physically at the desktop. This allows us to look at event logs, change settings and other tasks to try to determine the cause of the problem.

In the event that a problem cannot be resolved remotely, an onsite support visit would be needed. An onsite visit would normally be required for any hardware faults.  The time required to solve a problem would normally be within the SLA, unless the fault requires replacement of a hardware component (covered by the hardware manufacturer’s warranty) or a software patch or upgrade. We can also provide onsite support on an hourly basis.

In order to keep the network servers functioning optimally, it is important that they are maintained. Over time the performance of a server will deteriorate, for example, the hard disk will be increasingly used up, the requirements placed on the RAM can increase, user accounts can become obsolete, and tape backups can fail. In order to maintain the network servers, we can provide quarterly or more (or less) frequent ‘health checks’.

At the beginning of the support period, we carry out a full system audit which looks at the hardware, software and performance of your existing systems. This information is recorded in our Client Support System, giving the support engineers faster access to information about your network. For an additional fee, we can document the audit results and provide the company with a report, including our recommendations for the system based on the results.