So What Is Managed IT Support?
- Unlimited Remote Support during office hours
- Access to a team of qualified technical engineers
- 3rd Party Software Support
- Unlimited Telephone Support during office hours
- Remote Server and Router Support
- Live Remote Desktop Support
- Full System Administration
- Proactive System Monitoring
- 3rd Support Management
- Remote Security Updates
The performance of the helpdesk is supported by some robust SLA’s:
- 15 minute response to support requests
- 4 hour resolution target to support requests
- 8 hour onsite target when faults are identified as non-repairable remotely
What else is included?
In addition to helpdesk support the following account management and service management support also forms part of the contract:
Quarterly service reports – A quarterly report detailing the performance of managed service against the contracted SLA’s.
Half yearly service review – A service review with your nominated service manager to review service delivery and discuss any required changes to the service.
Annual commercial review – To ensure that the contract continues to represent good value to the business
