Foxsoft Support Services
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Painkillers for IT headaches
Foxsoft can offer a variety of support services. We offer them as separate modules which can be mixed and matched to suit your business requirements. Some modules are dependent on others being selected.
Support contracts are based on annual agreements which are payable in installments to help ease cash flow issues. However if you wish to pay annually then we will be able to apply a discount. Payment must be received before the start of the next period for the support to continue.
Remote Support
Our remote support option means that we can securely connect to your systems and remotely control your servers and desktops. Having remote control of your servers means that we are able to check that your backups have ran, your anti virus software is up to date on all your workstations, we can perform any user maintenance tasks (with appropriate authorisation) and many other system administration tasks.
If the infrastructure in place is not suitable then we can arrange installation and configuration for you.
Helpdesk Support
We can provide unlimited telephone and email support between 9am and 5:30pm Monday to Friday (excluding public holidays). Although we have a list of supported applications, we will do our best to help with any computer problems you may have. If required we can liase with other suppliers, manufacturers and service providers until the problem is resolved. However, this does not negate the need for other software support agreements which are provided by the software manufacturer.
If you have taken out the remote support option too then we will be able to view the remote user's screen, with their permission, which will greatly speed up the time taken to resolve the issue.
On-site Software Support
If it is not possible to resolve a problem via telephone or email then the On-site Support option means that an engineer can be available on site within a guaranteed response time. The response time will be determined by the problem severity. The severity will be jointly agreed by the caller and the helpdesk engineer at the time of the call. For less important problems the response time is 8 working hours, whilst for more urgent issues the response time is 4 working hours. We will always do our best to arrive on-site well within response times.
This option cannot be selected without the Helpdesk Support module.
Proactive Server Monitoring
We will configure a server on your site (one can be provided if a suitable server cannot be identified) which will collect and monitor server performance information and server software services. Any other critical devices on your network which can provide SNMP data (such as internet routers, hubs, switches and printers) will also be monitored. We will set critical thresholds which, if broken, will notify us immediately. We will then respond immediately and using remote support tools investigate the problem.
Rather than simply view each device and application we will group them according to business functionality. This way we can deliver pre-emptive support to ensure your business critical systems are available as much as possible.
Additionally, all the data will be captured to a database which can be interrogated for trends. Using this information we are able to advise when performance is likely to become an issue, for example we can see when hard disk space is getting low and advise you in plenty of time to either delete some files or purchase additional disk capacity.
This module requires the remote support module.
Scheduled Server Maintenance
To ensure your systems run as smoothly as possible, we will physically visit your servers on a monthly basis to perform tasks which are either not possible or advisable to do remotely and when systems are not in use.
We will prearrange with you a suitable time and date each month to perform these tasks. We are more than happy to do this work outside of your normal office hours, to ensure you can keep working which is at no extra cost to you.
This includes:
- Install software security patches and hot-fixes
- Firewall / LAN Security check
- Data Structure Analysis
- Check and resolve event log errors
- Check hard disk for errors and de-fragment drives to reclaim wasted space.
- UPS Checks
- Any other jobs which need doing to maintain your systems
On-site Hardware Support
This module is designed to assist you with any PC hardware problems you may have to get the user up and running as soon as possible.
If it is determined to be a hardware problem then we will come out and attempt to fix it on-site, if we cannot fix it we will provide a replacement machine and configure it appropriately to allow the user to keep working. We will deal with the faulty PC accordingly. If the hardware is still under warranty we will liase with the supplier to fix the problem on your behalf. If it is not, we will take the PC away and diagnose the problem. We will then let you know what parts are required to fix the computer. You will be billed only for the cost of the replacement components.
This option cannot be selected without the Helpdesk Support module.
Preventative Hardware Maintenance
We will perform preventative maintenance on all your PC hardware at 6 month intervals. This includes cleaning the hardware to ensure components are dust free, running disk utilities and deleting temporary files.
I.T. Management Services
This option is available to you if you have selected all the previous modules. We will provide you with a complete IT Management service.
There is a set-up charge which covers the cost of bringing your systems into a managed state. This includes visiting all your sites and taking a complete hardware and software inventory which we will enter into a database. We will then maintain this for you whenever new hardware or software is bought. If you don't already have suitable systems documentation we will write it.
We will manage software licence compliance ensuring you have enough licences to cover your software usage. We will track any renewals, informing you in plenty of time when your subscriptions or support contracts are expiring. With your permission we can even take care of the renewals.
We will also maintain your systems documentation ensuring it is kept up to date as changes are made to your systems environment.
We can provide unlimited telephone and email guidance and advice on your IT strategy and any other ad hoc queries you may have regarding your computer systems. Site visits can be made at a preferential rate.
We can procure all your hardware and software for you, often at significantly reduced prices than you would otherwise be able to source yourself.
We will compile the data collected from the various modules into a single monthly management report so you can see at a glance how your IT systems are performing.
Data Verification Services
This is a separate service which we can offer to perform test restores of your data to a separate server to ensure that in the event of a disaster you know you will be able to restore your critical company information.
