Hardware Maintenance
Our expert engineers will help keep your business desktops, servers and networks running, we have a proven approach that includes:
• 24/7 nationwide coverage
• for networks, servers, desktops, notebooks, peripherals and more
• variable service level agreements (SLAs)
• helpdesk and remote support
• remote administration
• remote monitoring
• guaranteed fix times available
• rapid resolution
• on-site engineers
• return to service
• deskside support for installs, moves and changes
The Engineers are highly trained in a huge range of hardware platforms and operating system environments; all are equipped with a comprehensive suite of diagnostic tools to assist with fault resolution.
Controlled service delivery is enabled through our central Helpdesk. We track and monitor each call specific to its Service Level Agreement (SLA) from acceptance to completion. Automated escalation to Technical Support, Supervisors and Management ensures timely and appropriate action is taken.
A ‘standard’ service can, for example, be based on a four-hour response for business-critical servers and eight hours for all other devices (09:00 to 17:00 Mon-Fri, excl. Bank Holidays).
This can be enhanced to a 'fix' rather than response-based SLA and can include software return to service (RTS).
Extended hours of service can be tailored to suit individual requirements to provide up to 24/7, 365 days' per year coverage with a guaranteed fix time.
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