Desktop, Server and Application Care

FOR MANAGED SUPPORT OF YOUR IT SYSTEMS.
Is your IT environment suffering from poor planning and support? Let us take care of your IT infrastructure and allow you to get on with managing and growing your business.

Our care services take over responsibility for incident resolution, health monitoring and ongoing management of your IT assets, from desktops and laptops all the way to your servers and applications. We operate as an easily accessible extension to your IT team.

Our Desktop, Server and Application Care offers comprehensive IT support – planning, installation, configuration, hardening, patching, updates, troubleshooting, monitoring and documentation – we do it all.

Key Features:

  • Outsourced Technology Management, which is:

• Access to our Service Desk ticket system to log incidents and service requests
• Appointment of a Service Manager with responsibility for delivery of our services for your organisation
• Ongoing maintenance of a technology roadmap specifically tailored to your IT environment, including continuous improvement initiatives
• Monthly analysis and reporting of incidents, service requests, and projects

  • Infrastructure Care, which is managed support of your:

• Physical and virtual servers
• Storage systems
• Cloud-based infrastructure

  • User Care, which is managed support of:

• Desktop PC’s, laptops and notebooks
• Tablets (Windows, Apple and Android based tablets or hybrid devices)
• Macs (Apple Mac devices within a Windows server environment)
• Thin client devices
• Mobile devices including smart phones

  • Application Care, which is managed support of industry standard applications and includes:

• Password resets
• Adding and deleting users
• Maintenance of security settings
• Basic application Incident acknowledgment and diagnosis
• Application “how to’s” for advice to users
• Escalation to software vendor support for application performance issues or outages

  • Project Services, which is on-demand project management, technical design, and implementation of IT systems projects at agreed rates.

Options:

  • Our Care Services subscriptions allow truly flexible support options:

• Time and Materials Support for non-contracted best efforts
• Monitor and Alert Support for monitored incident alerting and reporting
• Remote Support for alerting, reporting, and incident resolution using remote access
• Full Support for remote and onsite support depending on need
• Extended Hours Support for 24/7 remote and onsite support