it & computing

Network & computer installation & support

We assume responsibility for all or part of your IT function, enabling you to concentrate on your core activities while we manage your IT infrastructure, and support your staff. Our services minimize downtime and enhance your employee’s productivity.

The helpdesk is open from 9am to 6pm Monday to Friday and is provided on an unlimited usage basis (that is, you can call regarding a supported machine as many times as you need without incurring additional charges). For workstations, there are a number of options available including a 4hr and 24hr response SLA (service level agreement). Servers are supported 4hr response basis and we recommend that the remote management option is taken out (remote management is also possible for workstations if required).

All corporate services are required to have an initial free audit to assess the networking architecture. A base-standard must be achieved before the contract is taken on by Complete IT & Computing Solutions.

Silver Support

This is a 24hr response time for your computers and allows our experienced engineers to take control of your computer and troubleshoot the problem remotely. In 99.9% of the cases a site visit is not needed. For maintenance calls that cannot be resolved, a discounted call-out rate will be charged. These discounted call-out rates of 20% can also be carried forward to labour required by you for general network setup maintenance, for example: installation of software and hardware, office moves etc.

The usage is unlimited so you feel safe in the knowledge that someone is there to hold your hand in times of need!

Gold Support

This is a 4hr response time for your computers and allows our experienced engineers to take control of your computer and troubleshoot the problem remotely. A free health-check of your network is assessed before the support contract begins. All support calls that cannot be fixed remotely will be attended to on-site by an engineer to troubleshoot the problem at no extra cost. Quarterly checks of your pc will be carried out to ensure that the anti-virus, anti-spyware and Windows applications are up to date and secure.

The usage is unlimited so you feel safe in the knowledge that someone is there to hold your hand in times of need.

Server Support

This is a 4hr response time for your server. Using remote access management software, we can provide remote support for your servers. With the remote access capability in place, our engineers can connect to your devices (you can control these access rights if desired) and take control of the machine as if they were physically at the desktop. This allows them to look at event logs, change settings and other tasks to determine the cause of the problem.

Realtime monitoring and reporting - Our active monitoring service enables us to manage your systems remotely using a sophisticated suite of tools which report on a host of parameters we specify. Should any of the parameters being monitored start indicating problems, which could lead to a system failure, our systems alert us and we inform you and/or remedy them before this happens. We also provide you with updates about problems we detect and our recommendations on how best to resolve them.

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