System Support: Service Procedures
Support Helpdesk
Basic, Standard and Advanced support packages provide unlimited access to the support helpdesk, which is available to provide assistance on any day-to-day ad-hoc matters that arise.
Speed of Response
We will wherever possible respond immediately or within an hour of the initial telephone call or email. In most instances we will either resolve or escalate the issue within four hours of the initial telephone call or email.
Remote-Control Support
Where an Internet connection is available, we can support your server(s) and desktop PCs remotely using special software. This enables us to diagnose, adjust and rectify faults and problems without having to visit site.
Escalation of Issues
If we are unable to resolve your query by telephone or remote-control support, we will log the call and within 4 hours of your call will propose the next action required (e.g. site visit, CD, email, further expertise, research). Any issues falling outside the scope of normal day-to-day support can be escalated to our Operations Department, who will allocate an engineer to assist in solving the problem.
Site Visits
Where a critical problem cannot be resolved remotely, and a site visit is deemed to be necessary, for urgent issues we will endeavour to be on site within 8 working hours of the decision to visit site, and often much quicker. For non-urgent issues a mutually convenient visit will be arranged. All customers on support qualify for a 10% discount on our non-contract labour rates, and the cost of parts will be chargeable as incurred. For customers on advanced support, contracted on-site days may (optionally) be used for such visits.
Preventative Maintenance Visits
Levels of Cover
Standard and Premier support packages provide planned visits for routine servicing and preventative maintenance. The frequency of visit will be monthly, bi-monthly or quarterly, as agreed in your contract which includes a comprehensive report on your system analysis and requirements.
Services Included
On a preventative maintenance visit we will, where applicable, check:
- Antivirus definitions are up to date
- Backup logs status and tapes
- Test a small backup and restore from tape
- File server event logs
- Available hard disk space on file server(s)
- Operating system and service packs are up to date
- Network speed and performance
- Versions of Internet Explorer and other widely used programs
- Server memory configuration
- Protection from power irregularities such as outages and surges
- Firewall protection