Remote Server Support and Workstation Support Overview

This package combines remote server and workstation support in a service that provides rapid remote support for corporate networks. Most business critical facilities are hosted on servers e.g. file storage, email, databases and when one of these fails it affects all users and can lead to an interruption of business. ITSP Remote Server Support ensures server problems are resolved quickly so business can continue.

In addition to remote server support, ITSP will also provide remote support to the specified workstations. The failure of a workstation can mean a great deal of wasted time for the user and subsequently for the business. Adding remote workstation support to remote server support means that ITSP can reach a larger section of the network and diagnose and resolve the problem quickly to get the individual user back to work. This package will accommodate critical workstations only or the whole complement depending on the client’s requirements.

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

Package Elements
• Remote incident resolution for servers and workstations
• On site support at standard hourly rate

Response Times
We will respond within 4 hours for a server problem and within 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
Remote Server Support is charged as an annual fee payable in advance. The exact amount is dependent on the number of servers and workstations covered and the complexity of the client’s network. If an onsite visit is required to resolve and issue this will be charged at ITSP’s standard callout rate.