Fixed fee, fully managed, comprehensive IT infrastructure support agreement

  • Unlimited remote support during office hours
  • On-site is problem cannot be resolved remotely
  • 15 Mins Response to requests

TotalCare+ Network Support

 

TotalCare+ provides complete peace of mind – at a predictable fixed cost, by combining advanced management technologies and a customer service ethic that is second to none.

The unparalleled features of this plan combine to improve the productivity of your users and reduce the frustrations and cost of downtime associated with a traditional, unmanaged desktop environment.

TotalCare+ is built upon the premise of reducing the overall cost of delivering IT whilst also quantifiably improving the standard of service to increase user productivity, TotalCare+ addresses all of the IT support needs for the modern business including UNLIMITED on-site time to resolve support issues, 24/7 proactive monitoring, and significantly extends the proactive management from your servers out to your desktop environment. Lakeside IT manage the effective operation of your desktop to include Microsoft patching and scheduled maintenance to keep your machines running in tip-top condition.

 

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  • Overview
  • The Service
  • SLA

The majority of our clients now go for this package. With 90% of issues being resolved over the phone, this package offers a true cost effective solution to ensure that you have someone on the end of the phone should you need assistance.

  • Unlimited Telephone Helpdesk for all users
  • Unlimited Remote Support for all users
  • Guaranteed Response Times
  • Unlimited onsite support visits
  • 24x7 Server Monitoring and proactive alerting
  • Daily Backup Monitoring and alerting
  • User Administration & System Changes
  • Management of Third party vendors
  • Executive Summary Status Reports
  • Server Microsoft Patch & Service Pack Management for Servers & Workstations
  • Automated, scheduled machine maintenance and housekeeping for Servers & Workstations
  • Unlimited Return to Workshop Repairs
  • 1hr Service level
  • Optional – Enhanced Business Hours

Remote Support

  • Unlimited remote support during office hours (09:00 – 18:00).
  • Users can contact us via email, telephone or our support forum.


SLAs

  • 15 minute response to support requests
  • 4 hour resolution target to support requests
  • 8 hour onsite target when faults are identified as non-repairable remotely

 

Site Visits

Where faults cannot be resolved remotely site visits will be charged at preferential rates. This is £55 per hour in office hours and £90 per hour out of hours in comparison to £75 / £120 for non-contract clients.

 

Software Support:

Software troubleshooting for standard Microsoft products. This includes availability and connectivity of the following:

  • Microsoft Server products
  • Microsoft Desktop Operating Systems
  • Microsoft Office Suite

Excludes user training and advanced configuration.

 

Third Party Applications

Time saving third party software application support. Use this in conjunction with your external software support agreements to remove yourself as the middle man when issues arrive. Exclude the blame culture by having Lakeside IT liaise directly with your third party providers ensuring speedy troubleshooting and resolution of software issues.

 

Project Work

As a contract client you will be entitled to preferential project work rates. Project work is scheduled remote or onsite work which is not a support issue. It involves the change, configuration or development of the network. The following items are classed as project work:

  • Group policy changes
  • Installation and configuration of hardware or software
  • Server replacement
  • Office moves
  • Configuration of software e.g. Sharepoint set up
  • Architecture redesign (e.g. routing changes, domain changes, push-pull printing)
  • Auditing/PCI Compliance/SOX
  • Disaster Recovery planning
  • Penetration testing


Peripheral Devices

  • All standard network equipment covered for troubleshooting, configuration and availability including Printer, Fax, Scanner, Access Point, UPS, back up device.

Excludes hardware parts.

 

Pre-Existing Issues

We will support pre-existing issues with your network subject to our Fair Usage Policy.

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