1 24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk Onsite Support itg CloudBase Pro-Active managed it support services for one single cost per month covers all aspects of your it including 24/7 monitoring, health checks and it Reviews itg Technologies Limited, Amtri House, Hulley Road, Macclesfield, Cheshire SK10 2NE Telephone website:
2 Managed Fixed Cost it Support Our fully qualified and most importantly highly experienced engineers, are empowered with the autonomy we feel is essential to offer a responsive and cohesive support service. We value flat hierarchies as this increases speed and efficiency for our clients and allow our staff to take ownership of a situation without incurring delays. Above all we value honesty and transparency at all times. itg staff will not tell clients what they want to hear they will tell them the truthful answer with solutions to problems included in the delivery of our responses. itg has a substantial staff and skills resource and we use our custom built CRM Helpdesk for the management of our clients, support calls, reporting and billing. Access to the helpdesk is as standard for all of our clients to enable ease of access for logging and review of support levels and historical reporting. We manage all of our customer support in-house including, Cloud Computing, telecoms and our own managed servers for web and domain hosting, software development, and repairs of equipment. We have long term strategic partnerships with key vendors and we believe in a total control policy that the buck stops with us in a managed support environment. itg Manage Support Features Unlimited fully managed Pro-Active it Support covering your entire Digital Infrastructure Fixed cost support one monthly fee caps your budget and insures against unexpected support costs Tailor your support specifically for your needs. Includes guaranteed SLA, health checks and 24/7 monitoring Preferential support ticket escalation and dedicated staff for managed clients All user data held securely in multiple UK located ISO27001 and ISO 9001 certified data centres Adobe Creative Cloud
3 24/7 Monitoring 24/7 Monitoring and Diagnostics We can monitor your entire PC and Server network with intelligent software agents installed onto each device. This provides us with alerts and health checking on a 24/7 basis reporting the information back to our help desk team for review and intervention. We use non-obtrusive software with a license cost included in the monthly fixed support fee. We can install our monitoring onto your entire network and devices including tablets and mobile phones. Our software is constantly analysing the entire infrastructure looking for faults and changes in behaviour of devices. Full and comprehensive asset audits and software compliance is available instantly with reporting available for every detail of the computers and servers. We can often predict a failure before it happens or detect hardware issues that would not be noticed until the point of outage on a system. We can also deploy self healing scripts and reconfigure responses to specific types of failures detected by our monitoring software to automatically execute defined diagnostic and remediation. We also use automation policies, to restart windows services, or deploy scripts and software updates and fix problems with no technician intervention. Centralised Management Console for control of devices on premise, mobile, or in the cloud Asset Discovery collects the granular details of all devices on your network. Auto-classification ensures that new devices are never missed Inventory stores all device information and asset information. We can produce warranty, license key, installed apps and hardware inventory reports for every device. Self-Healing using pre configured responses to specific types of failures so fixes problems with no technician intervention Automation Manager allow us to create, customisable, automated routine tasks for installs and updates Full suite of real time Reports instantly accessible
4 Pro-Active it Support & Dedicated Helpdesk Pro-Active it Support and Helpdesk As computers become more reliable the break fix re-active support model does not offer businesses any real value. it is the most important part of your business and as the heart of its communication and productivity you need to protect its continuity. itg provide a pro-active fixed monthly cost package that can cover every aspect to provide you with a fully managed solution and a support partner. We want to become your virtual it department which unlike employing someone will mean you always have value for money access to extensive skills and resources. Our Pro-Active Support overview Dedicated Helpdesk - all calls logged and reported back to the client within guaranteed SLA responses usually 15 minutes our current statistics are 85% of all calls resolved via remote access, 100% within our quoted SLA. The hub of our operation is our help desk team. Our highly skilled and experienced engineers log and escalate your support calls in our own bespoke built helpdesk CRM system. We provide access to the client panel via your own login where you can log, and monitor support calls and review historical and current support usage. We maintain industry standard SLA s for fast resolution of issues via remote support. Predict failures before they happen Regular health checks and detailed it details enable us to take ownership and fix issues quickly Transparent support escalations with reporting to view logged calls and resolutions Dedicated staff that understand you and your business needs All aspects of it and communications and 3rd party management included it reviews and consultancy included in the fixed monthly cost. As a managed support client you will have a guaranteed service level agreement from highly skilled engineers who have access to comprehensive it details about your business.
5 Onsite & Installation Onsite Support and Installations The majority of nearly 85% of all support issues can be resolved using our own secure remote access to your, PC, Mac, Server or even mobile device. When you need a business critical response on site we have a team of engineers on standby. This team has the experience of installing over 600 server and network infrastructures and is also responsible for the rapid and efficient deployment of new or replacement equipment. Minimising downtime and ensuring a smooth transition for new services and equipment is essential to all business. To achieve this requires precise planning and logisitics and the correctly qualified engineers. Installations are lead by our Technical Director and supported by our Customer Services Manager. Every detail and scenario is project planned to ensure everything runs as smoothly as possible with as much preparation work as possible taking place in our workshop before we deploy engineers onsite. Fast escalated, guaranteed SLA for business critical onsite support Dell Partner Preferred status gives us access to the highest tier of Dell support for faster warranty repairs Precision planned projects for installs of services and equipment Fully managed projects to minimise disruption and downtime Workshop preparation and diagnostics pre-deployment As one of only a few fully accredited Dell Preferred Partners we have direct access to the highest tier of Dell Pro Support. This enables us to provide our customers the most responsive support escalations and resolutions to warrantied hardware. Security is the most important aspect of any business network. You have the reassurance that we have been Watchguard Certified security specialists for over 10 years. Watchguard are the worlds leading SME firewall appliance suppliers.
6 High Uptime High Uptime and Disaster Recovery The itg CloudBase Disaster Recovery solution provides organisations with an effective safety net in the event of a serious system issue. The Disaster Recovery solution is primarily focused around getting business critical systems back up and running to minimise the disruption to your business. Our Disaster Recovery solution is effectively complemented by our Cloud Backup solution, but the key benefit of DR which we believe is unique in the marketplace, is our ability to perform bare metal restores of our client s entire operating systems into our own virtual infrastructure. These virtual machines can then be used remotely by our clients and function as if they were part of your own internal network. This restoration process can be conducted quickly, avoiding long and potentially expensive gaps in business function. Once the customer has replaced or repaired the affected machines, we can then restore the data back from the virtual machine to the local machine. The volume of data and speed of internet access determines the speed of recovery but in a total loss situation you will have the peace of mind that we have your company data both safe and accessible. Secure off site replication ISO accredited Data Centers No additional investment in hardware or software so cost effective Simplified and rapid restoration process Guaranteed service levels Fully scalable with demand High availability and reliability 24/7 UK based technical support Watchguard Security Gold Partners itg CloudBase disaster recovery is bundled with our backup service as a single package.
7 Hardware & Software Hardware and Software As one of only a few accredited Dell Preferred Partner and a Microsoft certified software specialist, we design and deploy cost effective total infrastructure solutions. We have our own workshop for pre-installations diagnosis, repairs of PC s, Mac s and Servers. Demonstration and loan equipment is available on request. Certifications and Partnerships Staying current with the latest technologies requires constant knowledge updates. Some of our current certifications and partnerships are as follows: Microsoft Certified Professional Microsoft Certified Education Reseller Microsoft Silver Cloud Partner Dell Preferred Partner Toshiba Partner HP Partner Sage Reseller Partner ESET Silver Partner Watchguard Gold Professional Certified Partner QuoteWerks Partner BT Partner Metronet Partner Certified experienced consultancy for the right equipment for a solution Long term direct vendor relationships for highly competitive service backed supply of equipment and services 30 day warranty for all repairs Dell demo kit available to trial before you buy Watchguard network security certified and secure remote workers and branch office connectivity specialists Data cabling infrastructure team and business quality wireless solutions
8 IT Support Comparison of Support Services Support Levels Pay as You Go Guaranteed SLA R (Service Level Agreement) Same Day Standard Pro-Active Support R 4 Hour Response Premium Managed Pro-Active R 2 Hour Priority Lowest Hourly Rate Help Desk Access R R R Unlimited Phone Support Unlimited Remote Support On Site Support Inclusive Q U R 24/7 Server Monitoring U R R 24/7 PC/Mac Monitoring U U R Health Checks & Reporting U R R Regular IT Support Reviews Consultancy Included Scheduled On Site Visits Back up Monitoring Limited Inclusive Installs Q Q U CloudBase Support Inclusive U U R Out of Hours Support Asset Management U R R 3rd Party Management Fully Managed Support Bespoke Tailored Support Q U R Not Included Q Optional U Included R
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