Smart Support Tier 3 Managed

Total network peace of mind. Your time is valuable. You have more important issues to deal with than your computer network. It is, however, a critical enabler to your business and in need of attention to ensure it's running predictably, optimally and securely. Our fully managed programme is the ideal solution for an organisation like yours, an organisation that demands the utmost in network reliability and quality service.

Total IT support and management for a fixed monthly price – it's that simple. We provide all of the benefits of an internal IT department for a fraction of the price of staffing one yourself. We reduce the business impact of IT failures by minimising their occurrence, and any unforeseen issues are dealt with as a top priority. All aspects of your network are covered: security, data protection, applications and hardware.

When you outsource the management of your important IT resources to us, we look upon this as a partnership. Our comprehensive and professional approach means we are your IT department. By optimising your network's performance, it will work at the peak efficiency and reliability levels that your business demands, allowing you to focus on running your business, not your network. Security, networking, data protection and user support - we handle it all for a single, cost effective fixed price.

Core Features

Enhanced proactive server and critical hardware monitoring including key personnel PCs

Monitoring of servers, critical hardware, key personnel PCs and other scoped in devices with notification and alert resolution with unlimited support and maintenance within defined parameters

Reporting

Regular network health and performance reporting plus security reports as required

Unlimited helpdesk, remote support and onsite support for the current infrastructure

Unlimited helpdesk with fully tiered support staff within defined parameters. Unlimited remote and onsite preventative, responsive and emergency support, including desk side support, within defined parameters and scoped in devices

Enhanced pro-active onsite scheduled visits

Quarterly proactive scheduled site visits (floor walks) within defined parameters

Enhanced IT consultancy reviews

Health check on networks together with scheduled consultancy meetings as required within defined parameters

Microsoft update and patch management

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

3rd party vendor management

Vendor relationship management on scoped in applications

Enhanced backup monitoring

Monitoring of backups on approved devices and applications

Enhanced network monitoring

Monitoring of the core network infrastructure coupled with unlimited preventative, reactive and emergency support on scoped in devices. Updates/firmware to network hardware as required

Licensing compliance

License compliance management and reporting

Change management

All hardware, software or policy changes are controlled through a change management plan

Annual strategy and planning reviews

Value added IT strategy and planning meetings to assist in forecasts and budgetary spend

Priority service

Enhanced priority over lower level contracts

Response time

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

Fixed and inclusive support fees

Unlimited onsite/remote preventative, responsive and emergency support under a fixed monthly fee within defined parameters and on scoped in devices

IT Procurement assistance

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

Optional Features

A number of feature enhancements and services are available

Get In Touch

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Tegen Ltd

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Head Office
Unit 7 Perrywood Business Park,
Honeycrock Lane,
Redhill, Surrey,
RH1 5DZ
Tel:  01293 297 100
Fax: 01293 297109

London Office
25 Sackville Street,
London, W1S 3AX
Tel:  020 3141 2440
Fax: 020 3141 2449

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