Remote Support Package

Remote Support Package

Most critical facilities are hosted on servers and when these fail it can affect all users and interrupt the running of a business. The ITSP Remote Support package offers remote server support to ensure any problems are resolved quickly, allowing business to continue.

Package Elements:

  • Remote incident support for servers and workstations
  • On-site support at ITSP’s standard rate

Overview

In addition to server support, ITSP can also provide remote support to specific workstations, whether this is just to the business critical ones or to the whole company. Adding remote workstation support means we can reach a larger section of the network to diagnose and resolve problems quickly and ultimately get the individual user back to work with minimal interruption to business.

Most problems can be resolved remotely, but where an on-site visit is required an engineer will respond within a pre-defined time period to deal with the fault. The time the engineer spends on site will be charged at the standard rate.

This package is suitable for businesses that do not require regular on-site visits, but need regular remote support as well as the option of on-site support where necessary.

Response Times:

  • We will respond within 4 hours for a server problem and 8 hours for a workstation

Costs:

  • Remote support is charged as an annual fee payable in advance
  • The exact amount is dependant on the number of servers, the complexity of the network and the elements covered

On-site visits are charged at ITSP’s standard callout rate