All GCC innova contracts come with the following base
components, with different flavours depending on the level of
support you require
- Helpdesk - We offer a manned
helpdesk that is ready to act upon a phone call or email. The
helpdesk is run to a committed, published Service Level
Agreement (SLA) so you know what to expect.
- All calls via lo-rate 0845 number
- we log tickets and give you a tracking number
- we send out an email with all details at logged, solved and
closed stages of issue resolution
- we have workflows that alarm management (escalation procedures)
if a ticket is slowing down against internal and externally
published SLA's
- We use technology to help fix technology. Any machine can be
remotely taken over by our technicians and guidence, training and
remote config changes all delivered seamlessly
- Monitoring - We offer 24/7 monitoring for
servers, desktops, laptops and other network components. We like to
keep an eye on everything, we don't like a crisis, we like to see
issues before they become problems and plan our clients' needs as
they grow.
- Base server monitoring includes disk capacity, fill rate,
sucessful backup and exchange store size (as appropriate) along
with anti virus update
- Additional performance and services monitoring available with
Premium Plus support
- Full Server management available per server to cover patch
updates, SNMP traps, auto out of hours reboots etc.
- Base workstation monitoring included within base support
contract to ensure base security and disk capacity
- Advanced workstation monitoring for full patch control etc
- Managed Services - We like to plan ahead and
manage how any updates are applied. Keeping everyone up to date
with proven patches, not letting things slip behind but not
mindlessly patching everything as soon as anything is released - We
work with you to suit your business.
- Management information and performance reports
- Neither you nor GCC innova can mange effectively without
information. We place a great deal of enphasis on producing weekly
and monthly reports, IT needs to be managed.
- On-site services - As well as all the remote
diagnostics and 24/7 monitoring and helpdesk activities, sometimes
we need to be on site - we believe that all servers should
have a 4 hour call-out service capability, sometimes we should be
on site just so everyone can see that the IT is being managed and
maintained. It's all part of the overall IT support solution