|
| IT MAINTENANCE & SUPPORT AGREEMENTS |
| Agreement Overview |
| |
Smart IT Pty Ltd provides IT support service and maintenance at a set cost per month on a contract basis for a minimum of 12 months. The rates offered to Customers on a Smart IT Pty Ltd Support & Maintenance Agreement Contract are significantly lower than those offered to Customers who are not on an Agreement. Also, Customers who are on an Agreement have priority over those Customers on an ad-hoc basis for support needs and response times.
For a set fee, our technicians, engineers and consultants can help you to lower costs, reduce downtime, enhance levels of service and efficiency, gain optimum control and accountability, budget for a set IT expenditure, provide monthly reports on the state of your IT systems and give you ongoing advice and recommendations.
Our service desk suite has the latest monitoring and management tools, and lets our support experts provide swift, efficient resolution. From forgotten passwords to system alerts from our infrastructure monitoring tools, we deliver in excess of 90% fix at service desk level, avoiding the need for escalation, reducing costs and ensuring you have the tools you need to do business. |
| |
| Efficient Maintenance |
| |
| The basic element of the Smart IT Pty Ltd support service is a fast and efficient maintenance service providing customers with the following: |
- Job Ticketing and Remote Login Systems
- Automated Reporting on Hardware
- Regular Maintenance on Designated Hardware
- Automated System Tools
- On-Site Support
- Helpdesk Support
|
| The experience of our engineering team with a wide range of equipment means hardware problems are diagnosed and resolved without delay. |
| |
| Tailored to your needs |
| |
In our agreements we offer standard IT Maintenance & Support Agreement terms, which are based on support provided during Business Hours of 9am to 5.00pm, Monday - Friday.
However, if required these agreements can be tailored to suit customers’ own support needs, that are beyond the standard business hours right up to and including 24 hrs x 7 days x 365 days a year.
Additionally, response times on contracts vary depending on the business critical nature of the equipment held, but ranges from a 1-hour on-site or remote response to an 8-hour on-site or remote response. |
| |
| Support Log Requests - Job Ticketing System |
| |
We have a web-based Ticketing System that is state-of-the-art technology and ease-of-use software. This system is an essential part of the maintenance Agreement provided to Customers. It provides reporting and logging events for support requests, and allows communication directly from the Customer to Smart IT Pty Ltd to manage and track the progress of each task.
This provides invaluable information for you the Customer regarding support issues that have been logged by your organisation, and reported on monthly. |
| |
| Smart IT Agent and Remote Log In Applications |
| |
Each network server and computer, under the Agreement, is monitored automatically 24/7 to ensure a total proactive approach to support is provided, with a secure system tools software package that we have developed known as the Smart IT Agent Centre. This fully autonomous cloud-based application is tailored to your needs for all necessary and standard maintenance tasks such as updates, patches, de-frags and disc cleans— all set at regular intervals to ensure your machines are maintained at performance requirements set by the OS standards.
The application also generates alerts of other maintenance issues and crucial data for us to monitor. With this information we can assess each workstation and server performance and its history. This is valuable information to help review the performance levels of each machine, and allows us to be pro-active in providing support to your organisation.
Some of the features of the Smart IT Agent are: |
- Real-time monitoring of your network system 24/7
- Pre-planned hardware maintenance put in place within minutes
- Scheduled workstation updates performed while you are asleep
- Online backup schedules
- Scheduled network updates and patches
- Maintenance and Inventory Reporting
|
| |
| In addition, we install a remote login application that also provides Smart IT Pty Ltd with complete access to the hardware 24/7 if required, and allows Smart IT Pty Ltd staff to provide remote support by way of an interactive session for the end user if needed. Advanced features of the two system tools we use... |
| |
- Schedules online backup sessions, if required to your devices or off-site secured services.
- Automated maintenance types for each machine can be tailored to your individual needs.
- They are 100% hosted, Web-Based Solutions - Smart IT Pty Ltd can support your business from any location.
- The software has a built in Background Access and Diagnostic Toolkit – Provides a proactive problem resolution in the background without interrupting users; access an unattended machine at any time, from any internet-enabled device.
- Built in Inventory Tracking & Reporting - Perform preventive
maintenance with inventory performance snapshots, reporting and alerts generate detailed information so you can monitor and maintain system health. This is available on servers and workstations.
- Fast Remote Control – A point-to-point architecture delivers high-speed, full screen, reliable remote control sessions.
- Windows Based Permission Security - 'Snaps- in' to your existing security by using existing Windows authentication and user permissions, in addition to RSA SecurID support, compatibility with Active Directory, detailed logging, and 128 to 256-bit SSL.
- The remote log-in software enables our support staff to connect to the end users workstation/session in real time to assist in the support required.
|
| |
| On-Site Visits |
| |
Smart IT Pty Ltd recommends on-site visits to help establish business to business relationships with all staff. This time also allows both parties to discuss at a face-to-face level, reports and other issues that require addressing and managing.
It is encouraged to the Customer to have a designated personnel/manager to be appointed for all correspondence relating to issues and reports, to help manage the process on behalf of the Customer. Any issues that require maintenance and support whilst the Smart IT Pty Ltd representative is on-site, is best to be given in detail well in advance to this visit, to ensure necessary tools or knowledge is handled and prepared for if required.
Regular Customer review meetings form part of all maintenance agreements and will address such areas as call statistics, call logging reports, feedback, plus system and hardware performance information that can provide a basis for eliminating many problems. |
| |
| The Fees |
| |
We calculate the fee based on how many machines and servers you choose to have us look after. Each machine and server, has a time component that we spend on maintenance including, the Smart IT Agent Centre automated features. We also allocate a block of time we need to allocate to you our Customer, for the support requests and the time it takes for us to deal and handle the various issues that arise (via the Job Ticketing System).
This time is accumulative for the Customer for the month of service. Therefore, the level of service we provide is dependent upon the amount of hardware components across the network requiring maintenance and support. |
| |
| Financial Benefits |
| |
A set cost solution under an Agreement for the ongoing support of your business systems will provide you with the ability to budget for your IT support month by month rather than being billed on a ‘break/fix’ scenario, and being charged on much higher ad-hoc hourly rates.
We can also provide you the support to match the budget you have in place for your network. We provide better quality support, resolving problems faster and taking the risk out of your service delivery by providing higher availability and a more efficient infrastructure. We can drive your costs down too. |
|
