Support and maintenance
Your staff's requests are logged and followed through to resolution, and maintenance is done before things break, not after.
Signs you need this
- When something breaks, nobody knows whom to call or how long it will take.
- The same faults keep coming back, and there is no record of what was done last time.
- You are not sure how many computers you have, what state they are in or when they should be replaced.
In many organisations, IT gets attention only when it stops working: someone calls, a technician turns up, the problem goes away and nothing is written down. The next time, everything starts from scratch, and faults that could have been foreseen arrive at the worst moment.
Support begins with an inventory of what exists and a preventive maintenance plan. Every request goes into the helpdesk, is logged and is followed through until it is resolved: through secure remote access when that is enough, or with a technician on site when the equipment itself needs attention. We cover workstations, printers, servers and network equipment.
A slow computer may turn out to be a damaged cable, a switch or a server task scheduled at the wrong time. Because we work on every layer, we follow the cause down to where it starts instead of treating only the symptom. The maintenance contract sets out in writing the scope, the scheduled visits and the response times, and regular reports show the state of your systems and what we recommend changing.
How we deliver
Survey of what exists
We visit the premises and record the equipment and systems the contract will cover.
Plan and contract
We set out in writing the scope, the preventive maintenance schedule and how to ask for help.
Logging and tracking requests
Every request is logged and followed to resolution, remotely or with a visit to the site.
Preventive maintenance
On scheduled visits we check equipment and systems and deal with anything showing signs of wear before it fails.
Report and review
Periodic reports show what was done, the state of each system and what is worth changing.
What you keep
- An inventory of the equipment and systems covered
- A history of every request and what was done about it
- A preventive maintenance plan with the visits scheduled
- A contract with the scope, visits and response times in writing
- Periodic reports on the state of your systems, with recommendations