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IT Support

IT Support – Managed Services
A Support Plan can limit your IT costs and alleviate IT issues allowing you concentrate on your business, NOT your IT.

IT Support Managed Services
How does the Help Desk or Managed Service Provider work for you?

A CTC Help Desk technician will take the initial call from your staff. The technician will log and review the problem and provide the right solution rapidly.
The CTC Help Desk operates during normal business hours. However arrangements can be made to receive support outside these hours on a one-off or longer-term basis. A few of the highlights of the CTC Help Desk are:

  1. Flexible call logging – via e-mail (support@ctcorp.com.au) or via a dedicated telephone service.
  2. Guaranteed Response times – acknowledged within 5 minutes and a response to your initial call is within 30 minutes.
  3. Up-to-date range of diagnostic services and tools – This enables rapid analysis of your problem using a variety of the latest diagnostic tools including Microsoft TechNet, Web references, product documentation and on-call engineering expertise.
  4. Tiered problem management – If your computer system is down our response will be immediate and you can trust that your call will be given top priority.
  5. Communication of resolved Help Desk calls – You are notified of the resolution of the logged help desk call. Help Desk can monitor a situation via direct dial-in to your computer system to apply a fix or via an e-mailed or telephone solution.

For you to gain the most from your computing investment you need to ensure smooth, continuous operation. Having a sound service and support program in place is essential for systems to operate at their peak – irrespective of circumstances.

CTC’s preventative maintenance programs for system hardware and software are designed to ensure optimum up-time for mission-critical servers. By monitoring system performance either on-site or remotely, we can quickly diagnose faults and take corrective action before they cause failure.

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CTC SUPPORT AGREEMENT PLANS

Basic Support Monitoring Support
Recommended User Profile Recommended User Profile
•  Smaller Customers of to keep quick support calls capped
•  Local Deployment
  • Customers with their own IT or Ad-hoc support.
  • Local or National Deployment
Key Elements Key Elements
•  Monthly Base Fee per site.
•  Capped quick Telephone Support and Remote Support. 5-10 mins in duration
•  Approximately 10-15 calls per month – logged.
•  if over 10 mins will be charged in Block of 30 1/2 hour at Normal Rates.
•  Used to give flexibility to allow quick support calls for a capped Monthly fee.
• Monthly Base Fee per Server.
• Servers Monitored and Daily reports emailed
for review / action
• On-site support chargeable per hour.
Standard Support Premium Support
Recommended User Profile Recommended User Profile
  • Medium size Customers of 5 – 29 computer users
  • Local Deployment
  • Larger Customers of 30+ computer users
  • National Deployment
Key Elements Key Elements
  • Monthly Base Fee.
  • Quick Telephone/Remote Support.
  • Specified Daily System Monitoring.
  • Remote Support of 2 hrs per month.
  • Equivalent to 4 Remote Support incidents per month.
  • Additional Remote Support chargeable per hour.
  • Reduced rates for projects and additional.
  • On-site Support chargeable per hour.
  • Higher priority assigned to support incidents.
  • Weekly Usage report.
  • Includes monthly report on incidents.
  • Additional hours billed monthly.

* Hourly rate reduced from Basic Support rate

  • Monthly Base Fee per Server plus per Client.
  • Unlimited Telephone Support and Remote Support.
  • Detailed, daily System Monitoring.
  • On-site Support of 2 hrs per server per month.
  • Additional On-site Support chargeable per hour.
  • Further reduction in rates for projects and additional.
  • Highest priority assigned to support incidents.
  • Includes monthly report on incidents.
  • Includes account coordination and planning.
  • Includes personalized and pro-active support.
  • Weekly Usage report.
  • Additional hours billed monthly.

* Hourly rate reduced from Standard Support rate