Maintenance Contract
Our business is to build and maintain the most reliable and efficient networked computer infrastructure for you while removing the need to acquire expensive in-house expertise or spare the valuable time of your existing personnel.
The experience of our engineering team with a wide range of equipment means hardware problems are diagnosed and resolved without delay.
Site Visit
With all server maintenance and support contracts undertaken by NIS, the first stage taken is to carry out a full site visit. This enables NIS staff to familiarise themselves with the network infrastructure, at both the hardware and software level, in use on the Clients Site. It also gives them the opportunity to identify any dependencies between users (e.g. users sharing local printers).
This is a necessary and invaluable first step in an effective support program as it serves to highlight any potential problem areas as well as ensuring a pro-active response to support calls.
The Site Visits are performed by our qualified Staff and builds the basis for any solutions we offer our Clients and the following information is collected:
• Server Configuration
• Operating System Versions
• Service Pack and Patch Levels
• Equipment Locations
• User dependencies
This allows NIS to customise the solution we offer our Clients to their specific needs.
Call Logging
The NIS Call Logging Centre is an essential part of the maintenance contract provided to clients. This team is dedicated to handling customer queries and recording equipment faults, dispatching the relevant personnel on-site if necessary, and acting as a point of contact for escalation of any urgent matters requiring immediate attention. The Call Logging Centre is open from 9am – 5.30pm Monday to Friday.
Remote Support
Resolving a computer problem immediately is vital to every business. The time until the engineer comes out to the site and resolves the problem takes away valuable time you could actually work. As part of the maintenance contract NIS offer the remote support solutions in order to ensure the best possible resolution of your IT problems. NIS use LogMeIn as a remote support solution, which enables the engineer to remotely log on to the customers’ computer.
Benefits of remote access and support using the LogMeIn solution are:
• Improved first call resolution
• Complete Data Privacy
• Firewall Integrity and Compatibility
• 100% End-User Permission based and controlled sessions
Service Levels
NIS provides three different level of support:
Platinum
(Full Managed Service)
• Call-outs are covered.
• Guaranteed Response Time.
• Full on Site Support.
• Liaising with external hardware vendors for resolution of issues.
• Full Telephone Support.
• Free technical consultation.
• Weekly monitoring of system including backups and virus updates.
• Monthly testing and installation of Software updates.
• Preventive maintenance, monitoring System performance and capacity.
• Verification of Backups through test restores quarterly.
• Level Platform Monitoring (Optional)
Gold
• Full Telephone Support.
• Guaranteed Response Time.
• Full on-site support (Non chargeable)
• Monthly remote monitoring.
• Quarterly software updates.
• Liaising with external hardware vendors for resolution of issues.
Silver
• Full Telephone Support.
• Guaranteed Response Time.
• Remote Assistance.
• Callouts are chargeable (except for Server).
Please speak to our sales team on (057) 9355598 to arrange a no obligation site visit to find out your recommended level of support.
