ITS offers a flexible approach to IT Support. Every customer has unique needs, which is why our support services are tailored to meet your exact requirements.
ITS' Support services comprise of:
Monitoring
ITS remotely monitor all components under support agreements for;
- HW System Availability
- Windows Availability
- Drive Space/Memory Utilisation
- Critical Events
- Intrusion Detection
- Backups
- CPU Utilisation
Alerts
ITS' monitoring tools create alerts if threshold criteria on the above parameters are breached. These alerts are sent to the ITS service desk who initiate problem identification and fix. Alerting can be set to simultaneously notify ITS service desk and also nominated customer staff, either via email or SMS text.
Service Desk
As part of this contract, customers have access to our ITIL aligned service desk;
- The ITS service desk provides a single point of contact to manage hardware and software issues
- The service desk manages all maintenance, including 3rd parties, and will ensure timely resolution of issues on equipment covered by the contract
- Standard service desk hours are Mon to Fri, 08:00 to 18:00 (excluding public holidays)
- ITS use industry-leading tools to monitor network and systems 24x7, sending alerts and fault conditions to the service desk and the customer (if required)
- During service desk hours, ITS automatically invoke fix procedures when an incident occurs
- Critical alerts (Priority 1) out of service desk hours will be sent to a standby analyst who will diagnose the fault and decide the best course of action
- Bespoke escalation procedures may be negotiated to suit customer requirements
- Patch management and Windows updates are executed by ITS staff, during agreed maintenance windows
- Day to day administration tasks and changes are carried out by ITS staff, subject to change request procedures
