CATEGORY |
SERVICE |
SILVER |
GOLD |
Managed Workstations Desktops & Laptops |
Software License for our RMM (Remote Monitoring & Management) Agent |
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Remote Maintenance (disk clean-up / Defrag etc) |
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Monitoring and auto Healing of critical operating system services |
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Windows Updates Management |
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Remote Login Software for quick user support |
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Handling issues identified using Service Requests (Tickets) in our PSA (Professional Services Administration) System |
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Managed Servers |
Software License for our RMM (Remote Monitoring & Management) Agent |
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Remote Maintenance (disk clean-up / Defrag etc) |
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Monitoring and auto Healing of critical operating system services |
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Windows Updates Management |
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Remote Login Software for quick access |
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Handling issues identified using Service Requests (Tickets) in our PSA (Professional Services Administration) System |
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Backup Monitoring & Remediation |
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Up-Time & Performance Monitoring (e.g. % Disk space free) |
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Hardware / RAID Failure Alerts Monitoring |
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Event Log monitoring & maintenance |
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Reporting |
Monthly Detailed IT Report with Recommendations |
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Health Check |
Annual Health Check Audit on all computers (done remotely for Silver Plan / On- site for Gold Plan) |
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Dedicated Tech |
Primary IT Support Engineer assigned to your site to deal with all your IT support (where possible – backed by the team when he’s busy). The tech develops deep understanding of your site and nuances. |
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Dedicated Account Manager |
Account Manager to conduct annual Strategic Business Review. Pro-active planning approach to your changing business needs / IT landscape |
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User Support |
UNLIMITED Support over the Phone, Remote Login or Onsite for Maintenance Support issues with Operating System / Microsoft Office software / Email / Virus / Spyware / Malware / Printing / Scanning / setup email on Mobile devices / slow computers / Internet browsing / Network Connectivity / Remote Access |
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Network |
Troubleshooting Bandwidth issues Internet Modem Router |
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Internet Offline Monitoring |
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Remote Access Management (VPN/RDP) |
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User Account Management |
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Email Account Management |
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DNS Changes (e.g. when your web hosting changes) |
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OS Feature Updates |
Remote Installation of Windows 10 Feature Updates |
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IT Consulting |
Answering questions clients have re their IT setup / proposed changes / advise (1st 15 mins) |
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Vendor Support |
Assist Vendors e.g. Custom Line of Business Software providers / ISP / Telephony / Security Cameras etc (1st 15 mins) |
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Warranty Claims |
Labour to deal with Warranty Claims from manufacturer on computers supplied by SSIT |
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FLEXIBILITY
· Clients select a plan based on the level of coverage desired, striking a balance between the monthly fee and acceptable risk
· PRICE is based on the number of servers, computers & users in your business. Increase / Decrease in number of computers, addition / removal of cloud services will vary the monthly fee accordingly during the term of the agreement
· Plan can be changed anytime with 30 days’ notice
· Clients on Gold Plan get priority over Silver
· Predictable IT Support investment that you can budget for
· Access to 100% Australian owned and operated Support Desk in Sydney
· Access to Customer Portal so you can see all your agreements, invoices, tickets etc
· 24 / 7 Monitoring of Servers and Computers with Auto healing function
· Regular Maintenance & Optimization
· Improved Performance & Reliability
· Reduced risk of (expensive) down-time
· Professional Management of your IT Network using world’s best in class systems, hardware, software & cloud service providers
· Win – Win Situation. Flat Fee for you. We are only profitable when your IT works smoothly
(only if required by the client)
MDM |
Mobile Device Management (remote wiping / configuration of your fleet’s mobile phones & laptops) |
After Hours Support |
In case your business operates outside of our trading hours / time-zone |
Warranty Support |
On equipment not supplied by SSIT |
Monthly Meeting |
Monthly Face to Face Meeting Onsite to go over IT Report and have strategic conversations around budgeting, working to an IT Road Map, identify areas of improvement and get feedback |
Disaster Recovery Simulation |
Manual Test Restore of Servers from Backup |
Tech Onsite every week |
x days per week our engineer to be onsite at your business premises |
Shared Ticketing System |
Ticketing System that allows you to manage your internal support requests, ability to escalate to SSIT |
Any item not included in your chosen plan above is chargeable. For example:
Hardware Issues |
On equipment not supplied by SSIT / out of warranty |
Adds/Moves/Changes |
To Computers / Printers / Scanners / Router & Network Switch or Office Relocation |
Custom Software Upgrades |
Line of Business Software Minor version upgrades (up-to 2 hours per month) |
After Hours Support |
Remote / Phone Support Outside business hours (Mon-Fri 8:30am to 5:00pm) reserved for CRITICAL EMERGENCIES ONLY (available but chargeable separately) |
Cyber Attacks |
Labour to restore from backup after Crypto-locker / Ransomware attack. We highly recommend speaking to your Business Insurance Broker to add Cyber Security Cover |
Projects |
Server Upgrades / Migrations / Special user requests |
You have the option to cancel ANYTIME with 30-days notice within first 3 months if not 100% happy with the service
Contact us to discuss your IT needs, so we can suggest a suitable plan & provide an obligation-free quote