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The Right Service for Your Needs
All Service Level Agreements start with an audit of systems to be supported. Technology First realise that organisations will have different service level requirements and certain systems will require differing service levels within the one contract. As part of the systems audit the service level requirement will be identified for each of the individual systems and the maintenance contract will be set up accordingly.
Technology First offers a support solution that covers both hardware and operating systems support. Service can be provided 9:00 to 5:30 Mon-Fri or on a 24 x 7 basis if required.
Monthly contracts can be provided with parts and labour being charged on an as needed basis.
Our engineers have many years of experience installing and maintaining equipment from all the major hardware vendors and have extensive knowledge of standard operating systems and applications, including:
, to Exploitation of vulnerabilities and circumvention of security mechanisms.
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Microsoft Windows (Server 2003, XP, Vista, etc) |
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Active Directory |
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Microsoft Exchange |
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Linux |
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VMware VI3 |
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Novell NetWare |
Technology First deploys remote support software so that in some cases problems can be accurately identified by a systems engineer within minutes. These secure remote sessions are only undertaken with end-user authorisation and control.
The on-site service is used for the more traditional break-fix type service where an engineer will replace faulty components on-site, advise on operating system and backup related issues and provide a report sheet for all incidents to resolution level.Regular reviews of the service will be conducted to ensure that SLAs are met and changes are incorporated into the service as needed.
Call Logging
Calls can be logged to our helpdesk between 8:00AM and 7:00PM Mon-Fri. NOTE: We also provide option for out of hours cover where you will be provided with a dedicated number connected to a 24 x 7 call centre.
Site Audits
Once the service level requirement has been identified, the first step in proving you with a proposal for a maintenance proposal will be to perform an audit of your server infrastructure.
This audit will provide us with a full list of your server inventory as well as information relating to the operating systems, service pack level and patch levels installed. At this stage, the service level requirement for each server will also be identified to allow us design a contract that may have differing SLAs for the some or all of the servers.This audit will also identify any servers that may no longer be guaranteed support so that upgrade recommendations can be made.
Per Incident Maintenance Contracts
Technology first have a maintenance contract offering whereby we guarantee a four hour response time for all hardware within the contract but only charge you an actual call out on a per incident basis.
The following are the costs for this service (up to 50 users):
€ 100 per month.
€ 250 per month. (Including 3 call down days per year)
The following is included as part of this contract:
- Four hour on-site response time (2 Hour option available)
- Access to full spare parts inventory for fast issue resolution.
- Warranty processing by Technology first
- Calls only charged on a per incident basis with a charge only for hardware
- items that are out of manufacturer warranty.
- Further call down days at discounted rates if required
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Solutions
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