SUPPORT RANGE

 Comprehensive    SLA

Included in this contract are the following standard services:

·          Includes a monthly 2-hour on-site visit by a high level engineer.

·          Resolve any IT related problems

·          Change existing configurations

·          Telephonic Support (Unlimited)

If problem cannot be resolved within 15min a call will be generated and an engineer dispatched

·          Remote Support

·          On-site remedial Support (Hardware or Software)

·          Software distribution, remote back-up services and capacity management (File servers)

·          Scheduled visits

·          ITT connect. (Remote server monitoring and support)

Included in ITT connect.

1.     Remote desktop management and support.

2.     Remote server management and support.

3.     Monthly reporting on network performance and stability.

4.     Remote patch management and support.

5.     Remote software distribution and licensing tracking.

6.     Remote audits. (Hardware & Software)

7.     Network change management.

8.     Server & workstation downtime reporting

9.     Equipment tracking.

10.   Remote software updates on all devices and software.

11.   Remote antivirus management.

12.   Remote ticketing support.

13.   Antivirus

14.   Patch management 

Excludes:

·          Add / remove equipment to your network

·          New installations of Hardware components

·          Relocations or upgrades of existing equipment

 ·          2 hours site visit per month included in SLA. Includes travel time.