Onsite Business Recovery

Overview
When a system failure occurs, for example due to a part breaking, a standard hardware maintenance contract will only cover replacement of the part. Restoration of the data and resumption of business is not part of the service. With ITSP’s Business Recovery package, we do whatever is necessary to restore a failed system to business functionality within a specified time. As part of this service we would also assess the data backup procedures and data security provision and implement an arrangement that minimises the time taken to restore business functionality after a system failure. This service also covers the resolution of technical problems on servers and workstations.

Package Elements
• Assigned primary support engineer
• Remote incident resolution for servers, workstations and network
• On site response to hardware failure or business critical system failure
• Liaison with hardware maintenance company to arrange parts replacement
• Procurement of replacement parts where not covered by contract
• Restoration of business system after hardware or other failure
• Unlimited call-outs up to 1.5 hours per visit
• Ghost copy of machines

Response Times
We will respond within 4 hours for a server problem and 8 hours for a workstation.

Pre-requisites
In order to deliver this service it is necessary for us to set up a secure link between the customer’s network and our support centre. This can be best achieved using a Virtual Private Network (VPN).

Costs
Onsite Business Recovery is charged as an annual fee payable in monthly or quarterly instalments. The exact amount is dependent on the overall size and complexity of the client’s network.