Network Support
NetSpeed’s support strategy is designed to cater for individual clients specific support requirements. It gives clients a menu of support items to choose from allowing our client to tailor the support to their own specific needs and business. Clients can combine any number of the Support components;
- Standard SLA.
- Bulk Hours
- Hardware Maintenance.
- Software Maintenance.
- Preventative Maintenance.
- Comprehensive Maintenance.
Clients have the choice of selecting individual options or combining all of them to deliver comprehensive network support.
Standard Service Level Agreement (SLA)
The “Standard Service Level Agreement” is designed for the client who simply wants to call on us in the event that something goes wrong, it is based on the client using NetSpeed on a pro rata basis and includes both Software and Hardware support. This support will is charged under three categories;
- On-site.
- Remote support.
- Out of hours support.
Bulk Hours
Bulk Hours is designed for the client with a budget and who simply wants to call on us in the event that something goes wrong, it is based on the client using NetSpeed on a pro rata basis and includes both Software and Hardware support. This support is purchased in advance and allows the client to call down time as required. On-site support is accounted for in one hour segments and remote support is accounted for in half hour segments.
Bulk hours are available in a minimum quantity of 20 hours.
Preventative Maintenance
Preventative maintenance is designed for the Client who wants to avert potential issues before they can cause downtime. Preventative Maintenance allows for schedule time on site to perform the following tasks
- Check status of Anti-Virus & Anti-Spyware
- Ensure Microsoft patches are current on Servers & Workstations
- Check backups are working and data is complete on tapes
- Perform general network maintenance tasks on the network
- Check disk space on servers is sufficient
Hardware Maintenance
Hardware Maintenance is for the Client who needs support for specific hardware infrastructure and response within a specific time frame. Hardware Maintenance is priced for equipment identified by the client to be supported and is subject to an audit in advance of a contract being put in place.
Software Maintenance
Software Maintenance is for the Client who needs support for specific applications and response within a specific time frame. Software Maintenance is priced for applications identified by the client to be supported and is subject to a site audit in advance of a contract being put in place.
Comprehensive Maintenance
Comprehensive Maintenance is for the Client who requires support for all aspects of their IT network, it covers all engineer time required to correct hardware & software faults.
Technical Personnel & Qualifications
Helpdesk Administrator
The Helpdesk Administrator is the clients single point of contact and is responsible for logging all calls to the helpdesk and then handing the call to the next available engineer, should the call require a site visit the Helpdesk Administrator will schedule an engineer and follow the progress of the call to its conclusion and keep the client informed on the progress of the call.
The Helpdesk Administrator also generates reports for all calls logged by a client on a monthly basis and ensures the client is happy with the level and quality of service being provided by NetSpeed.
Helpdesk Engineers
Experienced engineers cover the helpdesk between 9.00 am and 10.00 pm Monday to Friday excluding bank holidays.
The Helpdesk Engineers have the following qualifications & training:-
- Microsoft Server 2000 MCSA
- Microsoft Server 2000 MCSE
- Cisco CCNA
- MCP Training Windows 2000 Professional & Server
- Comptia A+
- SonicWALL Enhanced trained
- Aruba Managed Wifi trained
- Avaya IP Office trained
Field based Engineers
Field based engineers provide cover to our clients’ sites and these engineers have the following qualifications & training:-
- Microsoft Server 2000 MCSA
- Microsoft Server 2000 MCSE
- Cisco CCNA
- MCP Training Windows 2000 Professional & Server
- Comptia A+
- SonicWALL Enhanced trained
- Aruba Managed Wifi trained
- Avaya IP Office trained
Overall Experience
In addition all NetSpeed Engineers are experienced with the installation, Configuration and administration of the following solutions:
- Backup Software:- Arcserve, Veritas, SonicWALL Constant
- Data Protection Backup Hardware:- DAT, DLT, LTO, Travan
- Anti-Spam:- Barracuda & SonicWALL Mail Security
- Anti-Virus & Anti-Spyware:- McAfee, Symantec, Sophos, Trend, eScan
- Web management:- SonicWALL Content filtering
- DNS:- Hosting, setup, support
- Workstations:- Dell, HP, IBM, Toshiba
- Servers:- Dell, HP, IBM
- NAS Server:- Dell
- Notebooks:- Dell, HP, IBM (Lenovo)
- UPS:- APC
- Switches:- Zyxel, 3Com, Netgear, D-Link, Micronet
- Wifi:- Aruba, Zyxel, 3Com, Ruckus
- Hotel Guest Internet Access:- Nomadix, TUT Expressway