Smart Support Tier 2 Proactive

Every business is different with varying reliance to their IT infrastructure. This programme is suited for businesses that have a high dependency on their IT network and are sensitive to down time. Their IT is key to the business with lost revenue and incurred costs whenever down time is experienced.

We understand why your critical business services are so important to your daily operations. This is why we have made considerable investment to align our technology support with just such business services. Tegen have built a programme centered around 24x7x365 network monitoring and enhanced with an aggressive preventative maintenance component to ensure optimum uptime for your business providing high availability for key applications and services

This solution is so effective, our customers see almost immediate results. A regularly maintained network means fewer failures, yielding higher productivity and savings on support costs for you. At the same time, your exposure to security risks is dramatically lessened, and frustration from unstable IT resources almost vanishes. We allow our customers to focus on their core business functions by taking the worry out of owning a computer network.

Core Features

Proactive monitoring and maintenance

Monitoring of servers and scoped in devices with notification and alert resolution with unlimited preventative maintenance within defined parameters

Reporting

Regular network health and performance reporting

Helpdesk

Helpdesk with fully tiered support staff

Remote support and onsite support

Remote support provided to fix issues without the need to visit site; supplemented with onsite network, server and desk side support as needed

Response time

4 hour critical response as standard, protected under an SLA, with next business day onsite for non critical

Support fees

All support fees outside of the included preventative maintenance is based on time and materials with discounts on block time prepaid bundles

Priority service

Enhanced priority over lower level contracts

Microsoft update and patch management

Patch status monitoring and management on scoped in devices including service pack updates

Backup monitoring

Monitoring of backups on approved devices and applications

Network monitoring

Monitoring of the core network infrastructure coupled with security device monitoring and firewall management

IT Consultancy reviews

Health check on networks together with annual consultancy meetings

Pro-active onsite scheduled visits

2 annual proactive scheduled site visits (floor walks) within defined parameters

IT Procurement assistance

Our IT consultants work with you to help you make optimal technology choices

Get In Touch

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Tegen Ltd

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Crawley Office
Brockham House, 4 Smallfield Road,
Horley, Surrey, RH6 9AU
Tel:  +44 (0)1293 297100
Fax: +44 (0)1293 297109

London Office
25 Sackville Street,
London, W1S 3AX
Tel:  020 3141 2440
Fax: +44 (0)20 3141 2449

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