NetworkMods

Comprehensive Cambridge based IT Support

IT support is just the start of what we offer

We are the NetworkMods

IT Implementation

Over a decade, we have developed a proven record of IT implementation across a range of areas. Each project is characterised by a rigorous approach to requirement briefing, specification documentation, and proposal drafting.

As a client you benefit from complete transparency, ensuring we’re all on the same page at every stage. It means that once the proposal has been agreed, it can be delivered efficiently via a project plan that encompasses everything from design and planning processes to the supply and configuration of hardware and software, training, and data migration.

Typical projects include

  • Migrating from in-house IT infrastructure to cloud computing
  • Microsoft Small Business Server implementation
  • Microsoft Exchange implementation
  • IT system refresh (a complete upgrade of an IT system)
  • Data archiving
  • Migrating from in-house backup to online backup
  • Deployment of software packages
  • Printer and equipment rationalisation
  • Disaster planning

IT Support
  • Anti-Virus (Various)
  • Apple Desktops
  • Apple iCloud
  • Apple iPad
  • Apple iPhone
  • Apple Networking
  • Apple Server
  • Apple Time Capsule
  • Audits and asset recording
  • Backup software
  • Blackberry Enterprise Server
  • Business analysis
  • Cobweb Exchange & Sharepoint Services
  • Data archiving
  • Database development
  • Disaster planning
  • Domain name & DNS management
  • DropBox
  • GFI Mail Essentials
  • Gladinet
  • Google Apps for Work
  • Gmail
  • Google Drive
  • Hardware fault diagnosis
  • Hardware replacement
  • Hardware and software procurement
  • Help desk call logging
  • Internet services procurement
  • IT budgets
  • Loan equipment
  • Microsoft Exchange (email)
  • Microsoft Internet Information Server (IIS)
  • Microsoft ISA Server
  • Microsoft Office
  • Microsoft Project
  • Microsoft SharePoint
  • Microsoft SQL Server
  • Microsoft Terminal Services
  • Microsoft Visio
  • Microsoft VPN
  • Microsoft Windows
  • Microsoft Windows Server
  • Microsoft WSUS
  • Network design
  • Nortel VPN
  • Office 365
  • Online Backup
  • Online spam filtering
  • PC support
  • Polycom Video Conferencing
  • Project Management
  • Sage and other accountancy software
  • Security (firewalls and policies)
  • Smartphones
  • Software licensing
  • Strategy planning
  • System architecture & design
  • System integration
  • System monitoring
  • SugarSync
  • Training
  • Virtualisation
  • Website management

Support Contracts

Contracts with NetworkMods are flexible and versatile. Here’s what goes into the mix: support periods; pre-paid and free hours; support coverage periods and active monitoring; guaranteed response times; checks and updates; reporting.

We’ll combine these elements into a support package that can be implemented and modified to suit your precise needs. Everything can be bespoke.

Support Periods

Customer support can cover a length of time to suit you:

• 1 Month • 1 Quarter • 1 Year

Support coverage periods and active monitoring

The following support coverage periods include active monitoring. We configure your servers to provide up-to-date information about critical faults, loss of internet and virus alerts. This takes the form of early morning checks and on-going monitoring throughout the support coverage period.

Weekend Cover (optional)

The weekend coverage period is Saturday to Sunday, 9.00am to 5.30pm.

Extended Weekend Cover (optional)

This extends weekend coverage from 8.00am to 8.00pm.

24 x 7 cover

Available by negotiation for limited periods of time.

Pre-paid and free hours

A number of prepaid hours are selected for each support period. Every hour attracts a half hour of free support. When support work is carried out the time is deducted from the number of pre-paid hours and then the free hours. Any pre-paid hours that remain unused can be carried over to one support period only and are than classed as free hours.

Standard Support (mandatory)

The standard support coverage period is Monday to Friday, 9.00am to 5.30pm, excluding bank holidays.

Extended Daily Cover (optional)

This extends the Monday to Friday support to the hours of 8.00am to 8.00pm.

Guaranteed Response Times

We’ll provide you with a comprehensive support provisions document. It describes how the support contract will operate as well as specifying guaranteed response times for calls of differing priority. Although we always endeavour to respond to a call at the earliest opportunity, our levels of service guarantees response times as set out here.

Examples of call priorities

During support contract negotiations, a clear set of rules will be defined to determine priority types. The following are examples of possible prioritised calls.

Priority 1

These calls will be responded to and resolved with the highest priority and urgency. For example:

  • The server and associated applications are offline or unavailable
  • Work cannot be saved to the server
  • A dangerous virus has been identified as being live on the system
  • Internet access cannot be achieved
Guaranteed response times
Priority Standard Express
1 2 hours 1 hour
2 4 hours 2 hours
3 8 hours 4 hours
4 2 days 1 day
Priority 2

These calls will be responded to and resolved urgently but not as quickly as a Priority 1. For example, if a section of the network is unavailable.

Priority 3

This covers calls that are of not urgent, but should still be resolved promptly. For example:

  • Network performance is unreliable for one machine
  • Cannot connect to a particular website
Priority 4

For planned work or calls that are not urgent and don’t need to be resolved quickly. For example:

  • Planned downtime on server for preventive maintenance
  • A new account or mailbox needs to be created
Checks and updates

A number of regular checks and updates can be specified in the support contract.
For example:

Description Suggested frequency Time allocation (per day)
Backup log checking
(including initial investigation if necessary)
Daily 10 mins
Virus update check Weekly 10 mins
Server updates and reboot
(in working hours)
Monthly 1 hour
Server updates and reboot
(Outside working hours)
Monthly 1.5 hours
Full event log checks Weekly 15 mins
Summary event log checks Daily 5 mins
VPN checking
(ensuring that the VPN is working correctly)
Daily 5 mins

Problems that are identified as genuine faults will be raised automatically on the NetworkMods call logging system with an appropriate priority level.

Reporting

As part of the support contract, we’ll routinely provide a report of the number of hours used for each active support period. Reports can also be supplied on demand.

The following optional reports are also available:

Monthly Server Report

Includes details of the server health, checking and archiving the event logs, the number of updates that have been installed, anti-virus software details and a summary of backup jobs. We make recommendations where appropriate based on the report findings. The time allocation for this task is 1.5 hours per server.

Call Breakdown (bespoke)

This report will include details of all calls raised in a month, priority levels, response times, time used, frequent loggers and outstanding calls. Time allocation is 2 hours.

Standard Helpdesk Reports

Our helpdesk system can produce a number of predefined reports which we match to your requirements. Time allocation for extracting predefined reports is 30 minutes per report.

Other Services

It's not IT but IT's important!

They include

  • Security service (CCTV and alarms, for example)
  • Audio and video (Projectors, conference room setups and so on)
  • Telecoms and mobiles (Covering phone system specs, installation and project management, as well as mobile phone solutions, suppliers and packages)
  • Office moves (Our experience spans electrical considerations, telephones, IT, furniture and general planning)