Users have access by telephone, e-mail, and our online
HelpDesk. Our skilled and knowledgable staff resolve the majority
of support problems by a quick telephone conversation or sometimes
by taking remote control of the computer – removing the need to
wait for a site visit.
If we are unable to solve the problem remotely we arrange for
a member of our techncal team to visit your premises.
This
is very much a reactive service driven by the client’s requests
to us.
| Scope of Cover - VSD Standard
Support - Package
Comparison & Costs |
 Unlimited
Telephone & Remote Support |
24
/ 7 Helpdesk & Knowledge Base |
| Manufacturers
Warranty Management |
Global
Remote Support (IT Reach) |
Antivirus
Protection  learn
more |
Spyware
Protection learn
more |
| Internet
Content Filtering learn
more |
Monitoring
& Alerting (Servers Only) |
| User
Remote Desktop Access learn
more |
Support
Cover - Mon to Fri - 08:30 - 17:30 |
| Hardware
Support / Diagnostic |
Patch
& Upgrade Support |
| LAN
Support & Fault Diagnostic |
Broadband
/ Connectivity Problems |
| Windows
2K, XP Pro & Vista |
Desktop
Application Set Up & Config |
| Application
Support / Remote Repair |
MS
Office 2000 / 2003 / 2007 |
| Change
Management *(Minor Changes only) |
Ticket
& Call Tracking (web based) |
| Exclusions of Cover |
 Oniste
Visits / Support |
Out
of Hours Support (20:00 - 07:59) |
| Replacement
Hardware / Software |
Software
Licensing / Upgrades |
| Apple
Computer OS & Software |
Tuition
/ Support on Unsuppported S/W |
1) Must be capable of being implemented without the risk of disrupting
the existing IT services and users
2) The number of users or systems affected is no more than two
3) The change will take less than 1.5 Hrs (90 minutes) to complete
4) The technology involved is covered by the existing contract
All changes which do not meet
these conditions are considered
"Major" and may be chargable.
