Premium Support Options
Subscribing to Advance2000 premium support will make your business operate at the highest levels of efficiency and you get proactive monitoring, security, and vulnerability upgrades, proactive management of your IT in addition to live responsive 24 x 7 x 365 days a year support.
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
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troubleshooting the loading of the operating system
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troubleshooting the loading of Word, Excel, PowerPoint
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internet browser troubleshooting
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domain account password resets
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domain account unlocks
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security permissions
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Printer Support
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print queue troubleshooting
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Connectivity Support
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DHCP troubleshooting
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DNS troubleshooting
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internet connectivity troubleshooting
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Server Support
| check of system time | |
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| check and recording of CPU usage | |
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| check and recording of RAM usage | |
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| check and recording of storage usage | |
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| check event logs and record repetitive warnings and errors | |
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| check and archive old events to files with appropriate dates | |
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| check for services failing start up and record | |
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| uptime and availability reports | |
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| check anti-virus definition update | |
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| check backup completed and record errors | |
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| check password strength policies | |
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| map network drives | |
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| active directory replication check | |
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| audit and disable any unnecessary user accounts | |
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| group policy changes | |
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| security settings change | |
Network Support
| troubleshoot connectivity issues with routers | |
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| troubleshoot connectivity issues with firewalls | |
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| troubleshoot connectivity issues with switches | |
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| troubleshoot connectivity issues with VPN | |
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| monitor and record network utilization of each server port on the switch | |
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| monitor and record network utilization of firewall port on the switch | |
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| monitor and record any excessive broadcast traffic | |
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| check for updated security patches | |
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| check firewall logs and record abnormal behavior | |
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| check router logs and record abnormal behavior | |
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| check password strength policies | |
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| check of system time | |
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Carrier Services Support
| support third party circuits as liaison for customer | |
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| Available A La Carte as needed $45/circuit/month |
Operating System Support
| updates of patches to server operating system | |
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| updates of patches to desktop operating system | |
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| updates of drivers to server operating system | |
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| updates of drivers to desktop operating system | |
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Anti-Virus Support
| verification of current anti-virus definition | |
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| ensure anti-virus definition updates scheduling | |
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| check scan schedule times | |
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| check event, history and virus logs | |
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| clear quarantined items | |
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Backup and Restore Support
| check of backup logs for error and record | |
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| verification of backup job consistency | |
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| perform test restore | |
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| check backup is running as per schedule | |
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Application Support
| secondary support of business applications | |
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| updates or patches to business applications | |
Email Support
| troubleshoot message delivery | |
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| adjust spam filter | |
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| modify email forwarding | |
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| modify distribution groups | |
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| modify alias | |
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| modify black list | |
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| assist recover of deleted email | |
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| configure mobile device for email | |
Compliance Audit
| assist with software compliance on audits | |
Unparalleded Uptime and Service Response
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