Comprehensive Support

Overview
Comprehensive Support combines all of our support components to give total cover for all aspects of the network. This package gives total peace of mind that any incident will be resolved and resolved quickly. In addition to ITSP’s On Site Business Recovery service, you will benefit from our IT outsource service (ITOS). An Engineer will visit the site once a month for an agreed time period and resolve any outstanding issues. This time is also used to ensure the service is addressing the needs of the business and to allow the client to discuss updates and changes to their IT systems that will support operations going forward.

Servers will be pro-actively monitored so failures and problems can be anticipated and avoided thus increasing uptime and reliability.

Package Elements
• Assigned primary support engineer
• Remote incident resolution for servers, workstations and network hardware
• 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
• Scheduled monthly ITOS visits.
• System updates and patches
• Proactive server monitoring
• Strategic IT consultation

Response Times
We will respond within 4 hours to all IT problems.

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
Comprehensive Support is charged as an annual fee payable in monthly or quarterly instalments. The exact amount is dependent on the number of machines covered, the complexity of the client’s network and the number of elements included in the package