IT Support Levels in Detail

The System Assessment allows us to document your systems and gather the information we require to effectively support them. You will be provided with a report containing an overview of your network and systems including configuration summary, network schematics and a schedule of any remedial works, if necessary, with suggested priorities.

back to support summary

You have unlimited access to our dedicated helpdesk team. The team is comprised of qualified technical personnel able to quickly diagnose problems with any supported element of your network. Phone support from the helpdesk team is provided within 30 minutes of a call being logged, where a call can not be taken immediately. If we are unable to resolve the issue through this means, the call will be escalated.

back to support summary

Remote access support is provided using a secure connection to your network enabling our engineers to access any supported device on the network. In the event of you having lost your Internet connection, we can provide the remote support through dial-up modem access. We can even extend our remote access support to your mobile or remote users anywhere in the world if they have access to the Internet. The extent of support that is possible by remote access has dramatically reduced the need to attend site to resolve problems. In the event of it not being possible or appropriate to resolve a problem remotely we will escalate the incident to a site visit in accordance with your service agreement.

back to support summary

When it is not possible or appropriate to resolve a problem remotely you will have access to on-site support in accordance with your service agreement.. On-site support will be provided by qualified and experienced field engineers, in co-ordination with our support desk.

back to support summary

Many day-to-day administrative tasks can be performed remotely. Network Interlinks can carry out these tasks on your behalf. If it is necessary to attend your site to carry out administration, we will arrange for one of our qualified and experienced field engineers to visit.

Includes:

• Set-up of new users
• New mailboxes
• Amendment of existing user account, e-mail and permissions
• Printing
• Administration of specified systems backups
• Administration of supported routers and switches
• Administration of supported security devices or software
• Administration of supported antivirus software

• Commissioning* of hardware, software, or services (see below)
• Office re-organisations or moves
• Administration of devices owned or supported by third parties

back to support summary

Reports are provided periodically, and include a summary of all calls logged during the period.

back to support summary

We offer you a review meeting every three or four months in order to review the reports and any issues and trends arising from them. This will also be an opportunity to evaluate the suitability of the support level chosen and discuss any impending remedial work and future changes or additions to your network.

back to support summary

The effectiveness of our support service is enhanced by close communication and co-operation between us. To this end, we offer contract clients free advice on any changes to your network and systems that may come under consideration. We encourage clients to discuss changes with us so that we may circumvent potential problems and maintain a seamless quality of support service.

back to support summary

We will undertake the time consuming management of third party warranty repairs and returns with your various suppliers and manufacturers on your behalf. Where appropriate, we will liaise with your equipment vendors, organise the return of faulty equipment, arrange for on-site service and monitor progress through to resolution.

back to support summary

Network Interlinks can remotely monitor key elements of your networks such as servers, routers and firewalls. Data from the monitored devices is captured continuously enabling alerts to be raised if a pre-defined threshold is reached or a failure occurs. To date this monitoring has prevented numerous system failures by alerting us in advance to events such as, storage capacities being reached, excessive memory and CPU utilisation, failed backup routines and critical event logs.

Additionally, the monitoring assists in faster diagnosis and rectification of unpredictable failures, by pinpointing their causes. The data gathered is also used to generate periodic reports, allowing you to see the performance of your system over a period of time. This is also useful when assessing future upgrade requirements.

back to support summary

Our Remote Monitoring solution also scans and locates asset information on WMI-enabled Windows devices within its domain. The tasks, which can be scheduled to run periodically, obtain the following asset information:

• Host name
• Manufacturer
• Model and serial number
• The type, CPU ID, serial number and clock speed of each CPU
• The type and capacity of each hard drive, broken down by volume
• The video card manufacturer, description, ID and amount of VRAM
• The total system memory installed
• The operating system and its version, service pack level and serial number
• The name of the volume and provider of each logical device
• The description, ID, MAC address, IP address, and hostname for each network adapter
• Media device ID, capabilities, capacity, and media type (Hard drive and CD drive only)
• All installed applications and their version
• All installed services, their start-up type, and their executable names
• All installed patches

An asset summary report displays the properties discovered by the asset-discovery tasks, the number of instances of the property, and the devices on which they exist. The properties are grouped by classes, such as the different CPU speeds or capacity hard drives.

A Detailed asset report displays the devices discovered by the asset-discovery tasks and the properties that exist on each device.

back to support summary

These reports, provided monthly or quarterly, provide you with an insight into the performance of your systems over the period. The report includes data collected from the remote monitoring system as well as information gathered during periodic remote checks. The report will be accompanied by an engineer summary, highlighting any areas requiring attention.

back to support summary

On site engineering can be pre purchased at the beginning of each contract year. Ten or more engineering hours can be pre paid at a significantly reduced rate of £75 per hour and can be used during the course of the year for any site engineering work including support, administration, equipment commissioning, and project installation. When on-site engineering is requested for any of the above work during the contract year, this pre purchased time will be “called off”. Any on site engineering provided beyond the pre purchased time will be invoiced at our standard on-site rate. The minimum call-off is two hours. Scheduling of any work will be arranged at a mutually acceptable time. At the end of the contract year any remaining pre-purchased time will be not be carried forward.

back to support summary

Scheduled on-site engineering visits can be pre purchased at the beginning of each year. Scheduled visits provide an engineer on site every month to carry out mutually agreed system maintenance such as applying latest service packs, driver updates, and other corrective or administrative tasks where remote access is inappropriate or not possible. Scheduled Visits can be arranged as half day (£250) or full day (£500) visits every month on a pre agreed date. Scheduled visits are nominally booked for a given day in each month.

back to support summary