Managed Proactive Service

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

 

Our qualified, experienced consultants fix IT issues remotely immediately.  If the IT issue requires urgent site attendance, it is completed onsite.

 

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

 

REMOTE SUPPORT

 

Remote support is during business hours.  Support to be completed includes desktop support, application support and network support.

 

ONSITE SUPPORT

 

Onsite support is once a month during business hours.  Two support staff will attend onsite on alternate months.  Adhoc onsite support is available.

 

PROACTIVE MONITORING

 

Specifically designed software is used to monitor devices for changes.  Alerts based on thresholds generate a support request.  Proactive monitoring is only completed during business hours.

 

FIRMWARE UPDATES

 

Regular works which involve the patching of server, SAN, firewall, switch hardware and virtualisation software are completed.

 

WINDOWS UPDATES

 

Microsoft updates for desktops and servers will be completed.  The servers are updated outside business hours on a scheduled week night once a month.  The desktops are updated during business hours on a scheduled week day weekly.

 

SITE DOCUMENTATION

 

An infrastructure document will be created and kept up to date based on infrastructure changes.  This document will reside with Focus Networks but will remain the property of the client.

 

MONTHLY REPORTING

 

A monthly report highlighting tasks completed, tasks in progress, upcoming key dates, outages and IT expenditure is emailed to the client.

 

QUARTERLY IT MEETING

 

An invitation will be emailed out every 3 months requesting a meeting to discuss IT matters.  An agenda will be set with the meeting to be held on Client site or via video conferencing.

 

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