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SAS 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.
Delivery specifications
- 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)
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SAS 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.
Delivery specifications
- 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
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SAS communications support management is an integrated
carrier and ISP monitoring and fault resolution service for multi-site
network (WAN) installations.
Delivery specifications
- 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
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SAS 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.
Delivery specifications
- 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
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SAS 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
- 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)
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