coip2coip - Solutions Support

Whether its just a simple desktop query or more complex 24/7 infrastructure monitoring, we can provide a solution for your requirements.

We provide support on all aspects of computer systems, some people just wish for telephone support when required, others prefer yearly contract with set costs so no matter how many times you use us, the costs remain constant. This allows you to budget a capital cost each year and have the reassurance this gives you.

All support issues are logged on our ticketing system so you can easily see when you have logged an issue and have a history of resolutions to access in the future in case the same issue arises.

Support Options

Feature	Standard	Managed
Network Monitoring
:: 24x7 Network monitoring	-	a
:: Availability status and notifications	a	a
:: Performance reporting	-	a
:: Technical support	a	a
:: Upgrades and patches	-	a

Network Support Team
:: Onsite support	included	included
:: Remote support	a	a
:: 24x7 Emergency support	chargeable	included
:: Service level agreemen	required	required
:: Network Technology Assessment	-	included
:: Scheduled Proactive Maintenance	-	a

Security
:: Managed Security Services Program	Basic	Advanced

Contract Terms
:: Minimum period	1 year	1 year
:: Set-up Fee	Yes	included
:: Labour discount on new installations	-	a

Remote Support Sometimes it is in the best interest of business to implement a remote VPN connection to offer "live" support when the client needs an immediate response.

We are experienced in maintaining, troubleshooting and resolving issues in your environment remotely. We can provide support to local and long-distance clients via remote connections which are secure and do NOT require any remote software being installed on the local machine.

Remote support puts our system in direct contact with your network and computer system, enabling us to provide a variety of off-site support functions via a sound VPN solution.

A remote solution, implemented by ourselves, can be a benefit for clients in remote locations, reducing travel costs to your site and eliminating financial burdens associated with on-site technical support. If you depend on your IT environment to drive your business and better serve your clients, remote support is an excellent solution. The benefits include:

::	IT Support travel time is not incurred
::	Troubleshooting the issue as it occurs
::	Systems are back online and running to full capability
::	Time and money savings for your bottom line

on-site Support As you are aware, your business relies on I.T. systems being available 100% of the working day, and sometimes outside of working hours. What we can provide is several levels of response which means we guarantee a response time to your support issues. So for more important systems like servers, e-mail we can guarantee a engineer onsite within 2 hours (usually well below that time). And depending on what level of support, we can get a backup server in place within 4 hours, so this allows your business to continue.

For calculation of the response time, the count-down of this response window is only active during the working day, which is defined as follows:

::	Every normal working day between 9:00a.m.and 5:00p.m.
::	Bank holidays and weekends are excluded.

Example ::	A request received at 3:00 p.m. on Friday with an agreed 8-hour response will be responded to by 3:00 p.m. the following Monday. The response window includes:

::	3:00 p.m. to 5:00 p.m. Friday (2 hours) and
::	9:00 a.m. to 3:00 p.m. Monday (6 hours).

All of our engineers will explain in "simple" terms what the issue is and give a solution to designated members of staff in terms of "computer-eeze" which will not be of a high technical nature. The detailed solutions will be stored on the support website and have full documentation of what they did to resolve the issues including time management.

Remote Monitoring of systems All our managed SLA provide a full monitoring solutions for all your nodes on the network. This includes the routers, servers, hubs and other important nodes that are required to be functioning 24/7.

So you will find that we will be already looking into any issues before you realise that there is a issue.

You can see visually information about the monitored nodes, like bandwidth use, uptime, system status and alarms generated by the monitoring software. This is fully integrated into the support system so a ticket is automatically generated if any errors arise.

Our Network Monitoring Tools allows the remote monitor of your network efficiently and to securely troubleshoot your network, providing your company with a higher level of service and more dependable response times.

Monitoring of your network infrastructure has become as important and business critical as monitoring the security of the assets on your premises. Both should be entrusted to an expert.

Expert collaboration, web 2.0 and unified communication solutions for your needs.

Support Overview