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. |
