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MANAGED IT SERVICE PLANS

 

CATEGORY

SERVICE

SILVER

GOLD

Managed Workstations Desktops & Laptops

Software License for our RMM (Remote Monitoring & Management) Agent

 

 

Remote Maintenance (disk clean-up / Defrag etc)

 

 

Monitoring and auto Healing of critical operating system services

 

 

Windows Updates Management

 

 

Remote Login Software for quick user support

 

 

Handling issues identified using Service Requests (Tickets) in our PSA (Professional Services Administration) System

 

 

Managed Servers

Software License for our RMM (Remote Monitoring & Management) Agent

 

 

Remote Maintenance (disk clean-up / Defrag etc)

 

 

Monitoring and auto Healing of critical operating system services

 

 

Windows Updates Management

 

 

Remote Login Software for quick access

 

 

Handling issues identified using Service Requests (Tickets) in our PSA (Professional Services Administration) System

 

 

Backup Monitoring & Remediation

 

 

Up-Time & Performance Monitoring (e.g. % Disk space free)

 

 

Hardware / RAID Failure Alerts Monitoring

 

 

Event Log monitoring & maintenance

 

 

Reporting

Monthly Detailed IT Report with Recommendations

 

 

Health Check

Annual Health Check Audit on all computers (done remotely for Silver Plan / On- site for Gold Plan)

 

 

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.

 

 

Dedicated Account Manager

Account Manager to conduct annual Strategic Business Review. Pro-active planning approach to your changing business needs / IT landscape

 

 

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

 

 

Network

Troubleshooting Bandwidth issues Internet Modem Router

 

 

Internet Offline Monitoring

 

 

Remote Access Management (VPN/RDP)

 

 

User Account Management

 

 

Email Account Management

 

 

DNS Changes (e.g. when your web hosting changes)

 

 

OS Feature Updates

Remote Installation of Windows 10 Feature Updates

 

 

IT Consulting

Answering questions clients have re their IT setup / proposed changes / advise (1st 15 mins)

 

 

Vendor Support

Assist Vendors e.g. Custom Line of Business Software providers / ISP / Telephony / Security Cameras etc (1st 15 mins)

 

 

Warranty Claims

Labour to deal with Warranty Claims from manufacturer on computers supplied by SSIT

 

 

 

 

 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

 

BENEFITS  

·         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

 

ADD ON’s

(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

 

OUT OF SCOPE

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

 

SATISFACTION GUARANTEE

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