Help Desk / Automated Help Desk more info
| Help Desk / Automated Helpdesk All packages include helpdesk services on basic software, hardware and connectivity problems. Technicare helpdesk assistance via 0800 Technicare number and via email is included with your packages; users can phone or send a request for almost any reason. Technicare Helpdesk personnel will respond to your requests during normal business hours to either resolve the issue or instruct you as to what to do. |
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Secure PC Remote Support more info
| For maximum efficiency, Technicare Support includes an integrated remote control system that allows Technicare to troubleshoot and repair most issues regardless of where the computer is, keeping your employees as productive as possible. Remote access means problems are resolved faster without the cost and wait of on-site visits. Not all problems can be resolved remotely, but on-site visits are often shorter because of the knowledge and history collected by the Technicare Support tool. Remote access is through a 256-bit secure encryption process to help ensure confidentiality. |
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Remote Proactive Monitoring and Reporting more info
| Long before you start to notice things going wrong with your system, there may be warnings reported by your System Event Manager. These errors and alerts can trigger your Technicare Support tool to notify our help desk that something may be going wrong. These errors and alerts can also be used to diagnose any problems that might occur on your system. Weekly reports are sent showing issues that have been fixed even without you knowing! |
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Technical Phone Support Desk more info
| The Technicare helpdesk is on standby to provide immediate assistance with no time wasted with you being passed on up the line. |
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On Site Support (Available at discounted rates) more info
| This service is included in all packages. If a problem cannot be resolved remotely, a technician will be dispatched according to the urgency of the problem. On-site support will be offered only after remote services have been unsuccessful. Standard onsite charges apply based on your package.A dedicated email address for your package is included and technician is online to respond and action your request as described in your package. |
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Monitored Email Support Address more info
| A dedicated email address for your package is included and technician is online to respond and action your request as described in your package. |
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Automated Desktop Optimization & Management more info
| The Technicare Support tool can automate specific and general tasks that can keep your systems up and running even when you're at home sleeping. (Many of these are repetitive tasks that should be completed regularly to keep your system running smoothly but all too often they're not performed in-house because of the time and attention that they take). |
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Remote Proactive Resolution more info
| The Technicare support tool is constantly checking in and reporting back to us and will alarm our technicians at the appropriate time for proactive action or for reference to you. |
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Advanced Application Operational Support more info
| Technicare offers support and maintenance on Microsoft products other than Microsoft Office. |
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Priority Response more info
Exclusively as part of the Advanced package priority response means that your priority requests will be handled before Starter packages.
Exclusively as part of the Premium package priority response means that your priority requests will be handled before all other packages and customer contact will ensue within 4 hours.
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Asset Management of Hardware and Software more info
| This process collects and stores a list of all software and hardware used on a given pc, laptop or server. When servicing a computer, knowing what software is running on what hardware provides us with the information we need to ensure compatibility as well as repair or upgrade the unit. |
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Microsoft Security Patch Management more info
| Computer security is extremely important, nothing is more important than maintaining up to date security patches from Microsoft for both the Windows operating system and Microsoft Office software. Technicare will monitor and maintain these patches to make sure you are up to date and provide you with reporting as required. |
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Automated Maintenance Processes more info
| Many repetitive tasks that should be completed on a regularly basis to keep your system running smoothly are often not performed because of the time and attention that they take. The Technicare Support tool automates specific and general tasks that can keep your systems up and running. |
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Remote Hardware Monitoring more info
| Technicare includes remote hardware monitoring to ensure your moving parts are optimized and working correctly and in the case of a suspected failure an technician will (within reason) receive notification of the hard drive failure and escalate accordingly to fix or contact the user. |
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Windows Error Monitoring / Alerts / Proactive Reporting more info
| Long before you start to notice things going wrong with your system, there may be warnings reported by your System Event Manager. These errors and alerts will trigger your Technicare Support tool to notify your technician that something may be going wrong. These errors and alerts can also be used to diagnose any problems that might occur on your system. Weekly reports are sent showing issues that have been fixed even without you knowing! |
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Remote Network User Management more info
| If from time to time you forget your password, call in and Technicare can reset your password within seconds. As your company grows we can create new user profiles. |
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Remote Network Policy Enforcement more info
| Technicare includes server security, maintenance and help in securing common and individual directories and domain user maintenance where appropriate. (Adding and deleting new employees). |
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Remote Exchange Management more info
| Small businesses often have a dedicated in-house Microsoft Exchange email server which is essential to their business. Technicare will manage and monitor performance to enable your Exchange mail server to run to its full potential as your company grows. |
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Remote SQL Server Management & Administration more info
| Your company may be running applications that use Microsoft SQL Server (similar to Microsoft Exchange) Technicare will manage and monitor the performance to enable your SQL Database server to run to its full potential. |
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Remote Network Monitoring / Alerts / Proactive Reporting more info
| Do you really know what is happening on your internal network? What programs are taking up your bandwidth? Which users are using the Internet and for what purpose, downloading non related business files like music and movies? Which critical computers are on-line? These and other answers can be obtained by examining the network information collected by the Technicare Support tool and numerous reports can be requested via an email to our help-desk. |
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Online Software Deployment / Update more info
| Technicare will deploy any new licensed supported software for you and check and update it after install for your peace of mind for a fixed fee. |
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Antivirus Management / Automated updates more info
| Antivirus software is one of the most important software programs on your PC. Technicare and its technicians will do their best to make sure that your virus programs are running and up-to-date. Technicare will even install and update your system if you do not currently have Antivirus software. |
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Spyware Management / Automated updates more info
| Along with Antivirus software, Anti-spyware software provides a necessary line of defense against unwanted software that has the power to expose your system and business data and destroy productivity. Technicare will also install, update and maintain your system if you do not currently have spyware software. |
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Software Patch Management more info
| Computer security is extremely important, nothing is more important than maintaining up to date security patches from Microsoft for both the Windows Server operating system and Microsoft SQL & Exchange Server Technologies. Technicare will monitor and maintain these patches and provide you with reporting (as required) to make sure you are up to date. |
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Software Application Blocking more info
| Technicare has the ability to block certain applications that may be harmful and unlawful to your business and which may negatively affect productivity. These can be blocked via an email request to our help-desk. |
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Automated Advanced Local Data Backup and Server Backup more info
| Your files change hundreds of times a day on your computer or server. Unfortunately files get corrupted deleted, changed incorrectly, lost and can even be attacked by viruses. The Technicare backup solution provides on-site backup on your network or to a removable device. Backups are remotely monitored so we can replicate that information back to you at any given time. In the case of a failure beyond the Technicare SLA a fixed fee will apply. |
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User Profile and Password Administration more info
| Users are set up in shared and private areas with tight secure network policies. Forgotten passwords can be reset immediately with just a phone call to the Technicare help-desk. |
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NOTE:
This is an executive summary of the features and benefits belonging to the Technicare service. A complete Service Level Agreement will be provided in your welcome pack
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| Minimum Requirements |
Contract Period: 12 Months
Broadband Connection
Hardware: Less than 6 years old
Software:
Microsoft Windows Server 2003 and later
Microsoft SQL Server 2003 and later
Microsoft Exchange 2003 and later
Microsoft ISA 2003 and later
Microsoft Share Point Portal 2003 and later
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