IT DESKTOP SUPPORT

August 17, 2009

IT Support | IT Support Services | IT Specialists - Netsurit

IT Support | IT Support Services | IT Specialists - Netsurit

IT Support

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Netsurit endorses the it outsourcing principle as the most logical option for SMEs to optimise their technology investment.

Making a decision to outsource the day-to-day, on-line monitoring and management of a it support network will dramatically improve staff efficiency and productivity by allowing employees to focus on their core responsibilities.

Outsourcing shifts the burden of keeping up with rapidly changing technology to your outsourced partner as well as benefits in terms of cost control and cost predictability. The basic premise is to take a variable and potentially volatile set of costs and substitute this with a fixed monthly cost that covers all situations, including unpredictable emergencies.

At Netsurit, we support and manage our client’s it networks through Service Level Agreements (SLA’s). The SLA is the contractual agreement that governs pricing and defines the performance of the relationship between both parties – for a set amount per month, Netsurit takes full ownership of the clients IT support costs.

There are 5 main SLA packages that our clients may select:

*Please note that it infrastructure has to meet Netsurit minimum standards to be supported at a capped cost.

Additional IT support SLA enhancements include:

  • WAN Management (per connection)
  • 24/7 Service Desk

IT Support Service Description

Account Manager

An Account Manager will be allocated to the client and is the key account contact. The Account Manager is there to manage and own the Client relationship and to ensure the highest level of service delivery from our IT Support teams is maintained at all times. The Account Manager will meet with the client on a weekly basis or as is required and will be responsible for all reporting functions required.

Service Desk

The Netsurit Service Desk is the central hub/conduit through which all it support requests and enquires flow. The Netsurit Service Desk routes incidents to the responsible consultant (technician) and make sure that the calls have been resolved and closed off according to the requirements of the Service Level Agreement.

Managed Services

Remote monitoring provides alerts and reports to offer early warning of potential system failures, resource utilisation issues and overall performance reporting. Your Information technology infrastructure will be remotely monitored 24/7, the benefits being:

  • Maximize uptime: Proactive monitoring and alerting allows you to resolve issues prior to failure;
  • Increase security: Integration with leading anti-virus providers, patch management, security auditing, alerting and reporting;
  • Improve performance: Analyse trends to identify performance issues and upgrade requirements;
  • Control assets: Real time asset inventory provides deep visibility into computing and network assets; and
  • Comprehensive and easy to read reporting

Server Management

Netsurit will support and maintain identified server(s) pro-actively and reactively to ensure optimal performance and availability. Netsurit will achieve this by creating a secure and controlled server environment which conforms to best practice standards.

Back-Up management

The backup and recovery service provides the client with continuity in terms of business data availability. In case of system failure, backed-up data will be restored to a working state. Netsurit will assist in defining a backup strategy, and advise on which data to include in backups.

Anti-Virus Management

The antivirus service provides a network managed solution to ensuring antivirus software definitions are kept current and critical alerts are given in case of a potential or real virus infection threat.

Security Management

Netsurit will support and maintain a firewall server protecting the client’s internet connection. This service will also include integration and holistic management of the client’s logical IT security.

Patch Management

Patch Management comprises of applying any necessary patches to the operating system, server peripheral firmware and the Microsoft and/or Apple Macintosh family of software.

UPS Management

Netsurit’s UPS Management involves overseeing and managing the client’s Uninterrupted Power Supply (UPS) in case of power outage or unstable power supply.

LAN Management

Netsurit will support, configure, manage and maintain the local area network (LAN) infrastructure and equipment for optimal performance, availability and efficiency.

PC/MAC Management

Netsurit will support and maintain identified workstations pro-actively and reactively to ensure optimal performance and availability. Netsurit will achieve this by creating a secure and controlled environment which conforms to best practice standards.

VIP Workstations

VIP Workstations are designated workstations or notebooks (such as a director’s notebook) which receive immediate and critical response should a problem or fault arise.

Printer Management

Netsurit will undertake the network management of all Laser-Jet, Desk-Jet and Dot-Matrix based printers. Although Netsurit cannot take responsibility for physical printer repair and maintenance, we will aid the client wherever feasible.

WAN Management

Wide area network (WAN) Management ensures that the Client’s e-mail and Internet connectivity settings are configured correctly, in addition to being fully aware of their Internet Service Provider (ISP) related information and settings.

24/7 Service Desk

The Netsurit 24/7 Service Desk ensures that IT support requests and enquiries can be logged, and potentially resolved, at any time of day. The client is not limited to business hours when logging a call and receiving a response.

For SLA Sales enquiries please contact:
Julie-Anne Terblanche
Julie-annet@netsurit.com
011 555-7186

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