Full IT Support

The Full IT Support contract is a comprehensive service providing a complete out sourced IT facility with unlimited telephone and remote support.

It will include services such as scheduled onsite visits to health check PCs, assist with IT processes, and optimise systems; Quarterly reviews to discuss IT strategy for the short, medium and long term; Server, connection and backup monitoring; network security and disaster recovery audit; and network documentation and reporting.

Knowall IT takes a proactive approach to insure you have a fully stable IT infrastructure from which to function


Product Overview

Contract Components

  • 24×7 Telephone & Remote Support
  • Emergency Engineers – Onsite within 1 hour & Scheduled Engineer Visits
  • Critical Server, Connection & Backup Monitoring
  • Network & Data Security Audit
  • Disaster Recovery Report & Planning
  • Quarterly IT Strategy Reviews
  • 99.9% SLAs
  • Monthly Reporting
  • Free Loan PCs & Printers

Engineers

Telephone Support Engineers

  • 24×7 Telephone & Remote Support
  • All calls answered by qualified Help Desk engineers – NO call queuing
  • No excuses, no passing the buck – we are YOUR IT DEPARTMENT!
  • Small team of long standing engineers, able to offer a personal service

Onsite Engineers

  • Primary Engineer assigned to your company
  • Regular Scheduled Onsite Engineer Visits
  • Engineers chosen for ability to deliver personal service & interact with your staff
  • Guarenteed onsite within an hour
  • Quarterly reviews, attended by Knowall IT Director

Software Support

  • General user applications, including Microsoft Suites, Sage, Maximiser, Access Accounts, Solid Works, Photoshop, Entourage, Mac mail, to name but a few
  • Microsoft operating systems 2003/2008
  • Active Directory | Exchange 2003/2007
  • SQL 2005
  • LINUX based email, web and DNS servers
  • Macs, PCs & Server Hardware
  • Networks & Security, including Firewall’s and routers configuration and management. Vendors include Cisco, Sonicwall, Juniper and Zyxel/Zywall
  • Delivery of applications through WAN’s using technologies such as Microsoft Terminal Server, Citrix and Jetro also known these days as “Cloud Computing.”
  • Anti-virus, spam and spyware prevention
  • Data backups and protection
  • VOIP (Voice Over IP) traffic management over LAN’s & WAN’s – SWYX

Monitoring & Reporting

Servers (Automated Monitoring)

  • Immediate notification in the event of server failure
  • Warning when server capacities are within dangerous levels
  • Verifying replication software is functioning, such as DFS or Double Take

Servers (Manual Monitoring)

  • Weekly server or service checks of critical services, such as data replication

Connections (Automated Monitoring)

  • Immediate notification of internet connection failure

Backup’s (Manual Monitoring)

  • Weekly manual verification of backup’s

Documentation

  • Produce end of Month reports

Audit and DR Planning

Audit and Disaster Recovery Planning

  • Highlight infrastructure weakness
  • Provide infrastructure advice and set out IT objectives for 3 Months, 12 Months and 36 Months
  • Set out Disaster Recovery procedures, with realistic data recovery time-scales

Documents

  • Produce a network audit document with summary of configuration
  • Produce a backup’s and disaster recovery document
  • Produce ‘How To’ Guides for regular user tasks, eg, How to connect your Blackberry to your Email, how to add a printer etc….

SLAs

Service Level Agreements

  • No call waiting and immediate assistance from our support desk
  • Guaranteed – Engineers onsite within the hour
  • Guaranteed – Data Recovery Timescales
  • 24×7 Support
  • 80% of problems solved with 30 minutes

Pricing
Please request a quote for more accurate pricing by using our price calculator feature.

  • Full Contracts start from £16 per workstation per month
  • No additional cost for Servers
  • All PDAs, iPhones & Blackberries covered at no extra charge


Click here to expand the areas we cover [+]

 

The below list shows some of the areas we cover, however we do operate worldwide so please do not hesitate to contact us.

Areas We Cover