02. Overview of Services

Service Offerings

  • Free network and support assessments
  • Fully managed outsource agreements
  • Occasional use PrePay agreements
  • Agreements to compliment internal IT Resources
  • On site customer support, holiday and sickness cover

Service Level

  • Help Desk – 8:30 am to 6:00 pm Monday to Friday
  • Remote, telephone and onsite support
  • 24×7 Extended hours support
  • 1st line user support team
  • 2nd and 3rd line infrastructure and escalations team
  • 2 hour and 4 hour response times
  • Client support portal
  • Dedicated technical account manager
  • Proactive support services including planned out-of-hours maintenance
  • Quarterly Management Reviews and dedicated Business Managers
  • Monthly usage reports with detailed ticketing information
  • Client and Server Management, Protection and Monitoring Service
  • Software and Hardware Renewal Service