PREMIUM SUPPORT

(800) 238-2621

LOG AN INCIDENT

Premium Support Options

Premium support enables us to be proactive and allows your business to operate at the highest levels of efficiency. Get proactive upgrades, live responsive support and 24 x 7 x 365 days a year system monitoring.

Support services for desktops and helpdesk.

Support services coverage for desktops, servers, networks, and helpdesk.

Full management of your IT includes all the features of Bronze and Silver support along with IT strategy and compliance.

Premium Support Details

Support Options

Bronze

Silver

Gold

Desktop Support

troubleshooting the loading of the operating system
troubleshooting the loading of Word, Excel, PowerPoint
internet browser troubleshooting
domain account password resets
domain account unlocks
security permissions

Printer Support

print queue troubleshooting

Connectivity Support

DHCP troubleshooting
DNS troubleshooting
internet connectivity troubleshooting

Server Support

check of system time
check and recording of CPU usage
check and recording of RAM usage
check and recording of storage usage
check event logs and record repetitive warnings and errors
check and archive old events to files with appropriate dates
check for services failing start up and record
uptime and availability reports
check anti-virus definition update
check backup completed and record errors
check password strength policies
map network drives
active directory replication check
audit and disable any unnecessary user accounts
group policy changes
security settings change

Network Support

troubleshoot connectivity issues with routers
troubleshoot connectivity issues with firewalls
troubleshoot connectivity issues with switches
troubleshoot connectivity issues with VPN
monitor and record network utilization of each server port on the switch
monitor and record network utilization of firewall port on the switch
monitor and record any excessive broadcast traffic
check for updated security patches
check firewall logs and record abnormal behavior
check router logs and record abnormal behavior
check password strength policies
check of system time

Carrier Services Support

support third party circuits as liaison for customer
Available A La Carte as needed $45/circuit/month

Operating System Support

updates of patches to server operating system
updates of patches to desktop operating system
updates of drivers to server operating system
updates of drivers to desktop operating system

Anti-Virus Support

verification of current anti-virus definition
ensure anti-virus definition updates scheduling
check scan schedule times
check event, history and virus logs
clear quarantined items

Backup and Restore Support

check of backup logs for error and record
verification of backup job consistency
perform test restore
check backup is running as per schedule

Application Support

secondary support of business applications
updates or patches to business applications

Email Support

troubleshoot message delivery
adjust spam filter
modify email forwarding
modify distribution groups
modify alias
modify black list
assist recover of deleted email
configure mobile device for email

Compliance Audit

assist with software compliance on audits

Unparalleded Uptime and Service Response

PREMIUM SUPPORT

(800) 238-2621

LOG AN INCIDENT

Premium Support Options

Premium Support Details

Unparalleded Uptime and Service Response

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