Ideal for people who want fast and efficient break-fix support for their servers.

  • Unlimited remote support during office hours
  • 15 Mins Response to requests
  • Site visits charged at preferential hourly rate

Server Support

 

Server Support provides unlimited remote support during office hours. Contacting our Service Desk couldn't be easier – either call, email or for the fastest response use our instant chat software for immediate connection to an engineer – as often as you need.

Wit pro-active monitoring on our server support solutions we still pro-actively diagnose, fix and resolve issues often before you are aware!

If we can't fix it remotely or you need support out of hours that's not a problem, as a contract customer you will be entitled to preferential onsite, out of hours, and project rates so we can always be there when you need us.

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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 remote support during office hours (09:00 – 17:00)
  • Access to a team of highly skilled and qualified technical engineers
  • Site visits charged at preferential hourly rate
  • Software Support
  • Pre-Existing Issues covered

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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