– Support Request are responded to within 3 hr and On-Site Support will be with you within 6 hrs for Critical Support Requests
– The Support Window is 09:00 to 17:00 Monday to Friday (excluding Public Holidays). With prior arrangements extended hours support is available for special projects or events.
– Regular On-Site is included and based on the installed systems with time allowed per server and per PC and Server and PC/Laptop rebuilds are included.
– All support time, remote and on-site is included with Projects and Out of Scope work charged at a reduced fee.
– Anytime access to our ITIL aligned PSA Service Desk to create support requests and monitor the progress of work. Automated reports of Support Requests and ongoing work.
– ITIL Processes to track New Systems, Services, Users as well as any changes to the system’s setup.
– Automated and Bespoke reports of support requests and other ongoing and planned work.
– Procurement of all hardware and software on your behalf.
– Management the infrastructure, network and DNS and Azure Management for Users and Systems.
– Monitoring and Management of Backups, Malware Protection as well as Restore Tests to ensure integrity.
– Access to the Flex On-Line Training Portal for Office Products.
– Your Client Ambassador will liaise with you regularly, hold meetings with you and make sure your reports and site notes are kept up to date.
– A Host of additional Services can be added as required.
– M365 Licenses as well as Cloud Backup, Malware & Antivirus Protection Services are required for this Package and will be added as required.