Updates To Our Future Direction
Why we are making this change For over two decades, we’ve been dedicated to managing your IT and safeguarding your…
All devices must be covered by one of our plans, we do not allow devices to be excluded.
We offer these Helpdesk plans;
We no longer offer these Helpdesk plans and are considered Legacy products only;
Devices
We measure the plan count based on the number of Laptops, Desktops, Workstations, Servers and similar devices within the Clients business, or that are used to access the Clients business resources. This measurement determines the count of devices under the plan.
Users
We also measure the number of users within the clients business. A user is an individual that uses one of the counted Laptops, Desktops, Workstations, Servers or similar devices. We may, at our discretion, count multiple users as a single user, such as warehouse workers that all utilize a common machine.
We assign one of our technical team to your account. That technician will be assigned as the primary resource on any incident or service request, provided the technician is available. We may, from time to time, assign your service requests to another technician if we believe it is required to satisfy our service level agreements.
At any time, you may request a different dedicated technician in writing and if it is within reason, we will do our best to fulfil that request.
We make use of automated systems to monitor event logs, device statistics, usage and other metrics that impact your computers performance. Our systems use this gathered information to alert us to potential issues with the systems being monitored, by raising an incident ticket when the situation can’t be automatically resolved.
We automatically deploy one or more of our security products to each device covered by the plan, such as an antivirus, dns filter, endpoint detection and remediation or other software. We may, at times, change the software we use at our own cost.
You my optionally request for a fee, for us to automatically deploy one or more of our security products to every Microsoft 365 account. These security products are designed to detect abnormal activity and indicators of account compromise and trigger an account lockout upon such a detection. We may, at times, change the software we use at our own cost.
We provide unlimited remote support, by way of phone calls, emails and remote control software, subject to the acceptable use policy as per the Master Terms of Service.
If this service is not included in your plan, Remote Support is charged at the rate defined in your agreement or order form. If it is not defined, it is at the rate set out in the Master Terms of Service.
We provide unlimited onsite support, within our service area, subject to the acceptable use policy as per the Master Terms of Service.
If this service is not included in your plan, Onsite Support is charged at the rate defined in your agreement or order form. If it is not defined, it is at the rate set out in the Master Terms of Service.
You may optionally request for a fee, access to a Technology Advisor who will also meet with your organisation at regular intervals to assess your goals, challenges, roadblocks and processes to suggest and help plan improvements to your business. This includes technology road mapping and budgeting, new technology assessments, vendor reviews, contract reviews, cybersecurity reviews and IT policy reviews.
The frequency of the regular meetings is determined by your agreement or order form.
Our support plans never cover Projects or Implementation. When a request or incident is considered by us to be a project or require implementation, we will notify you before commencing the work. If work is considered a project or not is determined by us, but for guidance, means work that requires management, planning or orchestration.
Examples of project work;
Essential 8 Framework