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
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.
Customer support can cover a length of time to suit you:
• 1 Month • 1 Quarter • 1 Year
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.
The weekend coverage period is Saturday to Sunday, 9.00am to 5.30pm.
This extends weekend coverage from 8.00am to 8.00pm.
Available by negotiation for limited periods of time.
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.
The standard support coverage period is Monday to Friday, 9.00am to 5.30pm, excluding bank holidays.
This extends the Monday to Friday support to the hours of 8.00am to 8.00pm.
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.
During support contract negotiations, a clear set of rules will be defined to determine priority types. The following are examples of possible prioritised calls.
These calls will be responded to and resolved with the highest priority and urgency. For example:
|Guaranteed response times|
|1||2 hours||1 hour|
|2||4 hours||2 hours|
|3||8 hours||4 hours|
|4||2 days||1 day|
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.
This covers calls that are of not urgent, but should still be resolved promptly. For example:
For planned work or calls that are not urgent and don’t need to be resolved quickly. For example:
A number of regular checks and updates can be specified in the support contract.
|Description||Suggested frequency||Time allocation (per day)|
|Backup log checking
(including initial investigation if necessary)
|Virus update check||Weekly||10 mins|
|Server updates and reboot
(in working hours)
|Server updates and reboot
(Outside working hours)
|Full event log checks||Weekly||15 mins|
|Summary event log checks||Daily||5 mins|
(ensuring that the VPN is working correctly)
Problems that are identified as genuine faults will be raised automatically on the NetworkMods call logging system with an appropriate priority level.
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:
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.
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.
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.