AlwaysHelp. Sector 5. ITC Support

Transcription

1 AlwaysHelp Sector 5 ITC Support

2 INDEX INDEX 2 SECTOR 5 COMPANY PROFILE 3 Background Company Name & Address 3 1. SECTOR 5 ITC SUPPORT 4 Sector 5 ITC Support Feature List 5 Why Outsource? 5 2. COSTING 6 3. CLOSURE 7

3 SECTOR 5 COMPANY PROFILE Background Company Name & Address Sector 5 Holding Group (Pty) Ltd came into existence after identifying a need for support to SME and SMME clients at affordable costs. The expectation was that we would offer SME and SMME client s comparable solutions to that of their larger counterparts in the market. Sector 5 Holding Group (Pty) Ltd was founded in August 2003 and some of our first clients are still existing clients. Sector 5 Holding Group (Pty) Ltd is an Information Technology outsource company that maintain, offer recommendation, support and administer client s IT environments. We are a wholly owned consortium of companies, working towards a common goal. Our Mission Statement - Exceptional Service & Support. - Solutions that provide peace of mind. - Best of Breed products. - Unsurpassed Sales and vendor support. - Supreme custom development solution. - Incomparable Infrastructure tidiness. Even though we are an outsourced company, our clients believe and feel that we are part of their organisation. The objective is to be another internal division to the client that enables the client to achieve their goals and targets. At times we become such an integrated part of our client s day-today activities that we almost lose our own identity. Another key to our success is that we have a personal relationship with each of our clients. We believe that people need to interface with people. Even though we have a fully operational Call Centre with all the high-tech paraphernalia we believe in personal interaction via remote support and in having bodies onsite. To enable Sector 5 to fix the problem we interact with the client to get a better understanding of the nature of the problem. From past experience we know that how we approach the problem of the client is 70% of problem solving and only 30% technical. Our Vision There is nothing that can t be achieved through imagination, determination and dreams Our Standard We focus on customers who demand excellence as the standard and strive to provide the best overall solution for the available budget. We believe in clients who demand excellence as a standard

4 1. SECTOR 5 ITC SUPPORT ITC SUPPORT AlwaysHelp consists of a group highly qualified engineers that specialises in onsite and remote support. We pride ourselves on delivering fast and efficient support service to all our clients leaving you to focus on your business. Sector 5 offer three primary support services namely, On-site support, Remote Support and Ad Hoc callouts. AlwaysHelp will provide reliable and efficient Support for Home Users, SME' and Corporate environments. We have developed outstanding reputation with our clients over the years. We pride ourselves on resolving any problem, no matter what it takes, we will AlwaysHelp! Corporate and SME Support Structure Options: Sector 5 offer the traditional approach where clients own their own environment and we (Sector 5) supply them with certified engineers for onsite and or remote support. Sector 5 also take full SLA responsibility of their infrastructure, software, backups and third party / vendor relationships and manage day to day support matters on behalf of our clients. This solution includes the ability to customize SaaS, IaaS for clients with full backups. Our engineers are available to provide dedicated on-site and remote support for satellite or branch offices as the client requires. Cloud computing have never been so easy. Sector 5 also offer Ad Hoc callouts and remote support. Home or SME clients simply log a call to our helpdesk whereby an engineer will respond within 30mins to take on and resolve any issues the client might experience. Should the issue at hand not be possible to resolve remotely and engineer will be dispatched at a predetermined rate to effectively resolve the problem so you, the client, can go about what is important to you. We have a dedicated helpdesk and ticket system for our clients to be able to log tickets. Keep track and interact with our engineers regarding your requests. You simply send a mail to log a service request ticket, you can then track the progress and request further assistance.

5 Sector 5 ITC Support Feature List Remote User Support Consulting Services Software Support (All platforms included) Help Desk call logging (Dedicated queue per client) Vendor Management Server Management (All Servers Supported) Mail Solutions and Management Desktop and Laptop Support Network Setup Wi-Fi Management and setup Installations (All Systems included) Additional Features Backup Solutions Our service offering called AlwaySave provides you with an online backup service that takes the hassle and administration out of manual backup solutions. We will take care of your backups and make sure that your environment have a failsafe failover in the event of a system crash. Alternatively we use your current backup structure and design it to provide the utmost protection. Monitoring We have an active monitoring system that overview all aspects of our environment with SMS and e- mail functions to alert support staff before problems arise. Why Outsource? Single point of contact for all IT & infrastructure requirements nation-wide through our call center as appose to multi-vendor management. Sector 5 deliver a well structure solution and focus on the requirements of the client s business needs. By doing this we enhance the clients accessibility and productivity whilst reducing the IT overheads and delivering Bestof-Breed solutions. Sector 5 look at IT in a consolidated view to minimize capital expenditure, enhance turnaround times for mundane tasks and thereby reduce the TCO. Sector 5 support multiple clients. We have vast experience from financial companies through to consulting firms. This diversity allow us to offer specialized skills at no additional costs. Core to our service delivery is continued re-evaluation of our offerings. By following this strategy, we improve turnaround times and enhance our service offering. Entrenched in our ethos is to provide the best quality services, products and people to secure clients for life. Sector 5 have been in the market for 10 years. This is proven testimony of our reliability and innovative approach in doing business. Sector 5 believe in forging long-term, strategic relationships with both our clients, service providers and vendors to gain a competitive edge and thereby offering our clients the best the market has to offer. Sector 5 have access to best practices and proven IT methodologies which pass the benefit to solving problems for a variety of clients with similar requirements.

6 2. C O S T I N G Sector 5 would invoice at a rate predetermined by your ITC Support contract, in the case of AD HOC clients, please refer to below table: SUPPORT FEES PRODUCT DESCRIPTION AD HOC SLA Callout Rate * R 550 p/h Contract Remote Support p/hr. R 450 p/h Contract Help Desk Queue System Yes Yes *Callout rates include travel to and from customers Contracts We recognize that the needs of one company to the next company will differ, we offer tailor-made contract solutions to purposely fit your requirements. We will negotiate all aspects and include any service offerings so that they fit your individual environment. We believe in total transparency for our clients, thus every facet will discussed to suit your needs so that you get exactly what you require and know what you are paying for. Administration and Support Our support personnel are available 6 days a week: 07:30am to 07:00pm (Weekdays) 09:00am to 13:00pm (Saturdays) Let our LAN Warriors assist you telephonically or remotely for a speedy resolve on all technical matters or add users to the platform, alternatively log a support request with our corporate helpdesk at helpdesk@sector5.org

7 3. CLOSURE We would like to thank you for the opportunity to present our offering around AlwaysHelp, ICT Support Solutions. We are more than confidant that we would be able to provide a well-structured and efficient service. For more information on what we at Sector 5 have to offer please visit our web site For more information contact Johan du Pre Cell: Work: Fax no: Mail to: johand@sector5.org Best regards, Johan du Pre Director