Managed support services
The SAS Group’s managed support services offer an economic and sustainable solution to managing network support issues. Our support services can reduce the overhead of systems administration and eliminate the risks of staff attrition and internal skills shortages, often created with the introduction of new technologies like network convergence and unified communications. With a team of trained personnel allocated to every account, we can provide comprehensive four and eight-hour network management support contracts. We also offer strategic support services to brief our clients on the latest technology and product developments, helping them to leverage increased business advantage from their corporate IT budget.
Our managed support services are part of the SAS Group’s managed services portfolio and can be purchased as a standalone solution or combined with any of the features of our managed network and managed communications services.
Service features
Hardware support provides a ‘one-stop’ solution for resolving problems with servers, desktop, laptops, VPN concentrators, firewalls, routers, network switches, tape drives and UPS devices.
Software support delivers managed helpdesk services via telephone and secure remote access for issues with Microsoft, Cisco, Checkpoint, Nokia, Veritas and other 3rd party applications and operating systems.
Communications support management is an integrated carrier and ISP monitoring and fault resolution service for multi-site network (WAN) installations.
Onsite support provides a proactive maintenance service for addressing end user technical queries, hardware installation and configuration, service updates, and system vulnerabilities and infrastructure changes or additions.
Call management offers a fully managed support centre for companies without internal helpdesk facilities. We provide a technical service desk for managing the escalation and resolution of support issues with 3rd party solutions.
Delivery specifications
Hardware support
- Telephone and remote access helpdesk
- Support for HP and Cisco hardware systems
- Onsite hardware and parts replacement with 4 and 8 hour SLAs
- Provision of loan equipment in the event of a total system failure
- Fault diagnosis and incident management (incl. onsite systems recovery and reconfiguration)
- 24/7 monitoring of systems hardware
- Monitoring of services (incl. hard disk failure, system over-heat, memory failure)
Software support
- Telephone and remote access helpdesk
- Software support for level 1 and 2 issues
- Incident management service for level 3 software issues
- Systems administration (incl. User administration, creation, deletion and general administration of Active Directory users)
- Application management (incl. Microsoft Exchange Server management and maintenance)
- Troubleshooting/fault resolution of server operating system
- Customer notification of software issues
- Enforcement of company Group Policies
- Provision of interim network administration resource
Communications support management
- Telephone and remote access helpdesk
- Independent SLA monitoring and fault diagnosis (multiple carriers and ISPs)
- Central management of ISP/Telco support issues
- 24/7 monitoring and trending of system availability and bandwidth
- Troubleshooting and fault resolution
- Fail over routing for disaster recovery
- Logging and notification of all critical router events
- Automated collection and checking of system configuration scripts
- Management of external DNS information
Onsite support
- Implementation of hardware and software server checks for performance, availability and security (including backups, disk space, event logs)
- Network troubleshooting and incident management
- Provision of a floor walking service for user training/technical queries
- Regular benchmarking configurations, security fixes, and patch and firmware levels against industry standards
- Application of software updates, patches and security fixes
- Addition of new users and/or hardware to the infrastructure
Call management
- Outsourced management of ISP, carrier, telco, hardware, software and bespoke application vendor support issues
- Onsite, telephone and remote access helpdesk
- Problem resolution for level 1 and 2 software issues
- Incident management for ISP, carrier and telco service issues, and level 3 software issues
- Hardware and parts replacement
- 24/7 monitoring of systems hardware
- Independent SLA monitoring and fault diagnosis (Application suppliers, carriers, telcos and ISPs)
The SAS Group’s complete range of network support services, along with managed network and managed communications offers are available to companies in the UK and worldwide from our West Sussex headquarters, near London in the South East.