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

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 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….

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

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