NCI's Support services
Configuration
NCI can configure equipment and services to suit your specific business needs. We can maintain documentation of your site specific configurations and customisations to ensure that services can be quickly restored to normal operations in the event of equipment replacement being required.
Maintenance
Keeping your it environment available 24x7.
Level 2 caters for companies that manage their IT environments internally for basic faults only. These companies detail the internal representatives role and responsibilities. NCI assumes the role beyond “basic faults”. A Help Desk package is implemented to quantify requests.
Level 3 caters for companies that manage most IT faults, configuration and management themselves. This company generally requires an additional service complement when and if internal staff are not available or requirements are outside their job roles.
Custom caters for a combination approach where a SWOT then GAP analysis has been completed on internal IT resources and requirements. NCI then creates a custom solution based on those findings.
Example Custom Maintenance Package
Helpdesk
A helpdesk package is used to detail faults by the Level 1 support
representative.
The fault may then escalate to NCI based on pre-defined
conditions.
NCI then actions the request based on the signed contract detail.
Onsite assistance as requested
Maintenance
Manual patch management updates on these servers monthly or as
requested.
Clearing of virus history logs and deleting of quarantine
messages.
Service pack and driver updates.
Updating of DRP packs.
Completion of monthly, quarterly and annual maintenance programs.
Fixed rate onsite fault diagnosis.
Remote monitoring of all servers.
Provision of a responsibility matrix.
On call telephone support up to 5 documented calls per month including
Event Log messages.
Administration and password changes.
Online, current, secure documentation.
Disaster Recovery
Offsite data safe storage for monthly and annual tapes.
4 hour disaster response program.
Security management.
Options
Installation package creation, i.e. Internet Explorer, Office XP,
etc.
Maintenance protection for software upgrades
Home support for company users via the Out Reach program.
Development
NCI offer SQL Server development for projects and regular maintenance.