IT Support and Maintenance
If your current IT support is not up to scratch, how about switching to a service
which is tailor-made for you? At a flat fee. Cybertrak services are designed around
the needs of clients without an expert in-house IT support function Cybertrak provides
a pro active IT department at a minimum cost.
In this scenario, we take responsibility for our client’s overall IT requirements,
delivering day-to-day support and providing long-term advice regarding IT-related
issues, acting - literally - as your IT department.
What is Included with Standard Support
We have tried to make this as simple as possible for both our clients and us, as
your IT Support needs come first. Below is a brief description of what services
come as standard support.
Email and Telephone Support
All clients receive unlimited Email and Telephone IT Support from IT Issues to general
chit chat as we believe that communication is the key to any relationship with our
clients.
Remote Support
Using remote technologies we can help our clients with IT Support without a site
visit, this enables us to respond within minutes which we believe is a must for
any IT company to provide with most businesses dependent on IT.
Remote Monitoring
CyberTrak can monitor and perform maintenance and administration tasks on your systems
remotely. Your business can take the benefit of the continual observance of the
CyberTrak staff, which have the knowledge to expose any potential problems before
they threaten your bottom line and customer experience (Note: There may be a one
off fee for a client site monitoring server).
Onsite Health Checks
Cybertrak will schedule a monthly visit to pro-actively make sure your hardware
is physically in tip-top condition to keep running; also this helps us to keep a
good working relationship with our clients and employees.
Job Request Tracking System (Help Desk)
All our clients have access to our Job Request System which is monitored by CyberTrak
continually, when a job request is placed it is assigned to one of our engineers
and we respond accordingly. Another key feature of the system is a solutions knowledge
base that is continually updated, this enables our clients to perform certain small
IT tasks and act as a resource for training documentation.
IT Road Mapping
Even when your current systems are working flawlessly, your business may change
over time to keep up with its market(s), as a result CyberTrak creates an IT roadmap
so that as your business grows so does your IT infrastructure.
Service Level Agreement (SLA)
Our SLA is your guarantee to making sure that your business has minimal down time,
in the event of an issue.
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Critical Issues
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Email and Telephone
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Major server issues
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30 Minutes
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Remote
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Major server issues
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30 Minutes
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Onsite
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Major server issues when cannot be fixed remotely
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1 Hour
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User Issues
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Email and Telephone
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Individual user issues
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2 Hours
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Remote
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Individual user issues on workstations i.e. no access to Emails
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2 Hours
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Onsite
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Individual user issues when cannot be fixed remotely
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4 Hours
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Admin Issues
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Email and Telephone
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Configuration issues and General Questions and information.
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24 Hours
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Remote
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Configuration issues i.e. additional new users, Server configuration.
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24 Hours
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Onsite
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Installation of new equipment once sourced and delivered.
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48 Hours
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There is no limit or extra fees for Onsite Visits, Remote, Email and Telephone support.
How the process works?
Step 1: Cybertrak conducts an audit of your IT Infrastructure so that we
can better understand your current needs; this takes between half and a full day
depending on your company size (Note: All audits are free of charge).
Step 2: Based on the audit we can create a support plan that is tailor-made
and install, if any, support tools that are needed on site.
Step 3: Training of employees on how to use Cybertrak’s “Job Request Tracking
System (Help Desk)”.