Managed Network Service

Support for your IT systems is crucial. This fee per service model provides access to dedicated IT support 24x7, 365 days per year. Focus Networks makes an ongoing commitment to attend your office every week as a scheduled visit.

 

Our qualified, experienced consultants fix IT issues during the scheduled visit.  However, if the IT issue is urgent, it is completed remotely.

 

A Helpdesk system ensures IT issues are fixed and documented in a prompt manner.  Open or closed Helpdesk calls can be viewed.

 

A sample Monthly Management Report can be viewed here.

 

Features

 

ONSITE SUPPORT

 

Rostered weekly onsite support is shared by two support staff to complete Helpdesk Calls to ensure non urgent issues are dealt with.  Support is on a 24x7 basis.

 

REMOTE SUPPORT

 

Rostered weekly remote support can be paired with onsite support.  Adhoc remote support can be used for urgent issues.  Support is on a 24x7 basis.

 

PROJECT WORK

 

Work deemed technically challenging will be assigned a project manager.  A Gantt chart, resource scheduling and critical milestones will be documented.

 

MONTHLY REPORTING

 

This report is emailed and lists tasks completed, tasks in progress, tasks planned, upcoming key dates, outages and IT expenditure.

 

HELPDESK SYSTEM

 

Helpdesk Calls are logged electronically into the web based ITIL service management system. Open and closed calls can be viewed.

 

RMM PLATFORM

 

A tool is used to provide instant remote support, critical monitoring, alerting, performance trending and reporting.

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