Managed IT Services

/Managed IT Services
Managed IT Services 2017-02-12T21:50:33+00:00

Why a Managed Service for my business?

A managed service allows business owners and their staff to receive ongoing, prompt and reliable specialised IT support services. It also gives the customer piece of mind that their systems are being maintained, backed up and most importantly they just work.

The cost of running internal IT can become very expensive at a minimum you require an IT Manager and an IT Support person. Outsourcing your IT services is done at the fraction of the cost. The table below outlines the cost of running a small IT department.

Role

Salary

Service Desk/Level 1

$50,000.00

Desktop Support/Level 2

$60,000.00

Systems Administration/Level 3

$85,000.00

Network Administration

$100,000.00

IT Manager

$140,000.00

Annual

$435,000.00

Monthly

$36,250.00

Data from the 2016 Hays Salary Guide

 

With a TechSend Managed Service there are 3 Levels of support Bronze Silver and Gold these packages are tailored to the needs of your business we can add and remove features that you think you may or may not require.

What does it Include?

Phone Support

We are your full IT Technical Support Helpdesk. Our service helps you and your team to resolve your Technical problems and questions quickly over the phone.

Pick up the phone and call us to ask for help on anything that concerns you regarding your IT systems. This can range from basic computer use help to computer virus information and help for laptop issues.

Our help desk service solves a third issues over the phone for clients with a support contract. This speedy result can be invaluable to your business since it means that you can get on with your own work much faster. Our expert advisors are available to help on all your IT related issues.

For IT problems, which cannot be fixed over the phone, our help desk service enables you to report a problem quickly and easily. We can start to diagnose and act on your problem immediately and you will have the reassurance when you first report an issue as vital to your smooth running that rapid action is being taken. Our efficient help desk systems ensure accurate job tracking and escalation throughout to give you the fastest resolution possible.

Our full computer help desk service is available from 8.30am to 6:30pm workdays with additional emergency fault reporting also available outside of these hours.

Email Support & Ticketing

Got a general IT question or need to log a job on the fly? send us an email and our system will automatically create a ticket for you and we will respond to you via email.

Remote Support

Our clients rave about our remote support services. Accompanied by our phone and email support we can at your request remotely access your computer system and fix your issue for you as well as provide you with help on using your systems. With your permission, we can also access your systems after hours to fix issues and lessen the interference to your day to day business.

The benefits of remote support include

  • Technical problems are solved faster
  • There is no need for a technician to be called out
  • Calls are less hassle as the user does not have to explain what is on their screen
  • Remote access can also be used for training proposes
  • There are no additional fees for this service.

On Site Entitlement

We come to you once or twice a month for one hour, we fix your issues and ensure that your infrastructure hardware is up to date. Your on-site support entitlement can also be used for break fix labour services. The number of site visits you are entitled to per month is dependent on the package you choose.

 

 

 

OS/Software Maintenance

We process the purchase of new software, Maintain the renewal of and upgrade your system software whether it is based to work on Microsoft Windows, Mac OS or Linux and manage and maintain each user device.

We also remotely monitor and maintain your systems and check and report on the following for each system monthly.

Silver Gold
CPU Load
Total HDD Space (Total an % Free)
Memory Usage
Check User Accounts
Check System Services
Microsoft Updates (Managed Install)
Event Logs Checked, Exceptions Noted
Event Logs Checked, Exceptions actions
Monthly Site Visit & Physical Check
Managed System Reboots – Business Hours
Managed System Reboots – After Hours
Clear Temp Files
Check Installed Applications
Service Packs
Licensing OS
Usage Report By User
Storage Growth By Month
Internet Connection Monitoring and Usage
System Status and Reporting Frequency 1 Hour Live

 

Antivirus and Firewall Management

We manage your Antivirus hardware and software systems including but not limited too

  • Definition Updates
  • Client Status
  • Virus Detection
  • Licensing
  • Version Updates
  • Manual Checking of user devices for Malware / Ad Ware and PUP malicious programs

Printer/MFD Management

Updating print drivers, scanning to folder, scanning to email are all services that need to be maintained and managed by

Email Management

We manage your email accounts for you on your providers server end as well as on your devices.

IT Asset Management

We maintain an IT asset register of all of your device details we also assess the expected life of your IT Hardware and implement lifecycle management practices to ensure minimal risk to your business.

As part of IT asset management, we implement good SAM practices to ensure that all of your software licensing is current and not in breach of any vendor terms that could cause detriment and financial loss to your business.

WAN Network Monitoring

Internet gone down? Slow file transfer speed between physical office sites? We monitor, asses and correct all of your network issues.

Account Management Meetings

Once a month your account manager will come and meet with you to discuss the current state of you IT systems, any plans for change you may have. We also provide any recommendations that we feel are necessary to maintain your systems as your business grows.

Monthly System Performance Reporting

Monthly provided reports for you on the status and usage of your IT hardware, network connection and printer usage.

  Bronze Silver Gold
Max Number of Users 3 6 10
Devices per user 2 2 3
Response time 4 hours 2 Hours 1 Hour
System Maintenance
Phone Support Business Hours
2 Calls
Phone Support After Hours
Email Support Business Hours
Remote Support

Max 6 Hours

Email Support After Hours
On Site Entitlement

1 Visit Per Month


2 Business Hours Visits Per Month

 

1 After Hours

OS/Software Maintenance
Antivirus and Firewall Management
Printer/MFD Management

1 Device

Email Management
IT Asset Management
WAN Network Monitoring
Account Management Meetings 1
Monthly System Performance Reporting