Total Care Elite

Our Total Care Elite IT support package is the most comprehensive IT support package we offer. It is perfect for small to medium sized companies that rely on the integrity and resilience of their IT systems 24/7 and want to be safe in the knowledge that they are covered for the majority of IT problems.

Unlimited Service Desk Support

Unlimited access to our helpdesk between the hours of 9am to 6pm.

Service Level Agreement (SLA)

Service Levels range from 24/7, 2 hour response with 99.999% uptime to 48 hour response.

Network Management & Support

All administration tasks required to run your network are covered, from replacing a faulty patch lead to creating a new user. All system administration is included for all components of the network servers, computers, printers, routers, internet connections, switches, fax, etc.

Free Virus Protection

Included in all support packages is an industry leading virus protection package for all pcs.

Microsoft Exchange Server Management

From creating a new mailbox and distribution group to managing white and black lists.

Microsoft Windows Operating System Support

Full support for any issue relating to the Microsoft operating system. Excludes system rebuilds required due to 3rd party software installation/faulty hardware/disaster recovery.

3rd Party Software Administration

We will endeavor to setup and troubleshoot any agreed 3rd party software you have installed on your network, typical examples are

• Microsoft Office Suite
• Sage line 50
• CRM databases

ISP Management

We will liaise on your behalf with your broadband provider to resolve any faults or make any changes you require thus giving you as single point of contact and ensuring you receive prompt action.

Security Management

Onsite Hardware & Software Support (6 days)

We aim to handle all issues remotely but if for some reason this is not possible we will send an engineer to your site within your response time or otherwise agreed schedule.

Scheduled Onsite Visits*

We can organise scheduled visits to your site for 'system health checks' or one to one user liaison.
*2 Days are included but this can be added to as required.

Service Reporting Suite

We will provide regular usage and problem resolution reports to keep you up to date. In these we will also bring your attention to any risks we have identified or recommendations we may have for improving your network.

Back-up Administration

We can set up and monitor an offsite backup solution using cloud technology and/or establish an onsite tape backup routine that can be very simply administered by you and monitored by us.

Disaster Recovery Service

If a problem cannot be resolved through troubleshooting techniques and all repair options have been exhausted then a system rebuild may be required.

To minimise the impact a disaster can have on your business we highly recommend implementing cloud server backup technology to dramatically reduce the time it will take to recover your systems.

Should you have the unfortunate experience of losing your systems, due to theft, fire, flood, or other disaster you will at least have the peace of mind that the costs to recover the system(s) are going to be minimised as we will restore your systems to their original state (labour only).

We also perform data restores quarterly to ensure backups are functioning as expected.

Offsite Data Back-up Solution

A peace of mind data backup solution incorporating cloud server technology that ensures that a copy of business critical data is maintained offsite even in the event of theft, fire, flood etc.

Printer Support

All troubleshooting is included, but parts and servicing are excluded from any support plan.

Site Survey

Assistance and help provided for remote workers including set up and troubleshooting.

Remote User Support

A complete overview of your system with performance benchmarking and analysis. A health check that will enable targeted use of IT resources and budgets based on the overall business need. Understanding your network and business process is critical to the performance, stability and future plans for your systems.

Warranty Fulfillment

We will liaise with the manufacturers on your behalf for any warranty issue that may arise and organise collection/site visit if necessary.

Real-time Proactive Monitoring

Our computer monitoring software provides us the ability to monitor what is going on with your network in real-time. This means we can be proactive on stopping or eliminating problems before they occur in order to reduce the risk of downtime.

We receive instant notification if your server goes down, disk space reaches a certain level, or even when a possible security threat occurs.

We monitor the IT basics such as memory and CPU utilization, failed backups, out of date anti-virus definitions, errors in events logs.

Depending on your requirements, we can monitor everything from a single critical server to all components on your network.

With our monitoring services, we may address problems before you even notice them.

Network Proactive Monitoring

Our Network Monitoring Software allows us to monitor your network infrastructure in real-time. This means we can be proactive on stopping or eliminating problems as soon as or (preferably) before they occur in order to reduce the risk of downtime.

Asset Management

We can produce an accurate and up to date Audit and Discovery of your entire computing infrastructure, providing a complete and comprehensive software and hardware inventory.

Remote Support Assistance

We aim to resolve reported problems as quickly and efficiently as possible to minimise user downtime. In most cases in order to achieve this we will endeavor to resolve the problem remotely by using a remote connection to your office.

95% of problems are dealt with remotely, without the need for a site visit.

Excludes system rebuilds and disaster recovery.