IT Support - supportpack
Our SupportPack offers a suite of support care. This package is design for companies that require a frequent and pro-active IT Support service. You will be provided with a dedicated IT Support telephone number, e-mail address and login details to our helpdesk support system. This package is intended enhance reliability and performance, and minimise inconvenience and downtime.
SupportPack includes the following level of IT Support cover:
Telephone Support Telephone support allows you to speak with our IT Support engineers regarding your problem. We will attempt to understand your problem and advise accordingly. If the problem cannot be resolved over the phone we will remotely connect to your PC, laptop or server in order to investigate further. |
||||||
Remote PC and Laptop Support In the event that your problem cannot be resolved over the phone, we will quickly connect to your hardware, provided you have a reliable and efficient internet connection. Once connected, we can inspect and analyse the problem in question. Most technical issues are resolved via remote connection and within a very short time of your call being logged with our IT Support team. Remote connection is very effective, and helps to keep your support costs to a minimum. |
||||||
Remote Server Support As with remote PC and laptop support, we will connect to your servers to investigate any technical issues you are experiencing. Most issues are resolved remotely, but can be escalated to a site visit if we have exhausted our investigations remotely. Due to our efficient remote IT Support methods, site visits are rare. |
||||||
24x7 Monitoring Your Servers and Network can be monitored 24 hours a day, 7 days a week. If an issue has occured on your network during the night, on a weekend or in the working day, our support engineers will know about it. In turn, we can either deal with it seamlessly or bring it to your attention if the problem is of a more serious nature. The SupportPack includes our Pro Monitoring product |
||||||
Site Visits Pre-scheduled site visits can be included in this contract, and are carried out monthly, quarterly or bi-annually. The quantity of site visits will depend upon your business requirements, but will be identified at the start of your annual agreement. Pre-scheduled site visits are intended to provide your business, and its employees, with the attendance of a support. Site visits can also be used to investigate none urgent IT Support issues that could not be resolved remotely. During scheduled visits, we will proactively inspect comms room, network and server equipment, in addition to any end user one-on-one assistance. |
||||||
SLA's This package is subject to our standard SLA's and working hours.
|
||||||
Support Report Periodically, our helpdesk support system will generate a report indicating time spent supporting your company, number of issues logged, job summary, job status, remaining contract period and trend graph. We will send a report to your chosen e-mail address each quarter. |
||||||
Proactive Monitoring Our team will proactively monitor your network infrastructure, helping to identify potential system failures, capacity or performance issues. |
||||||
Remote Server Management We will manage and administer your server environment – Exchange e-mail, disk maintenance, backup software, storage maintenance, user accounts, printer management, anti-virus and anti-spam maintenance etc |
||||||
Online Helpdesk System Our web based helpdesk system is available to all contracted customers. This will provide your company with the ability to log a support enquiry, check the status of the support ticket, add further information and view the history of your account. |
||||||
Windows Based Mobile Phone Support We will support all mobile phones configured by Swan Solutions. In the event that we cannot talk you through the technical issue, we will remotely connect to your phone and troubleshoot the configuration problem. |
||||||
Warranty Management During the first 3 months of a new contract Swan Solutions will inventory all PC, laptop and server hardware available to your network. During this process, we will asset tag all equipment and identify the validity of the warranties. |
||||||
Please click here to view a comparison chart for our range of IT Support options. |
Contact our IT Support helpdesk on 
IT Support, Network Support, Server Support, Computer Support, 24x7 Monitoring, Server Monitoring, Network Monitoring, PC Desktop Monitoring, Laptop Monitoring, Anti-virus Monitoring, Anti-spam Monitoring, Telephone IT Support, Remote IT Support, Onsite IT Support, Application Support |
