Total Systems Management
Our Standard IT Support Contract
TSM is designed to enable you to keep your IT systems running.
TSM includes unrestricted access to our helpdesk which is always available during the working day to assist you, and can easily remotely connect to your PCs to sort out any problems quickly.
A priority will be agreed for each issue and the iTeam response will be made in accordance to the defined Service Level Agreement (SLA) appropriate to that priority. You’ll be kept up to date with the status of your calls with an automated email from our systems. Please contact us for details of our SLA which is commercially sensitive and not published on our website.
TSM includes the use of state of the art 24×7 monitoring system to ensure we are aware if a critical part of your system has a fault, and we use the same system to quickly connect and remote control servers and PCs to rectify faults with the minimum of fuss.
Your servers will be monitored by our outsourced Network Operations Centre (NOC) who receive the same fault notifications as we do. They work 24 hours a day and therefore if the fault is a stopped service or some other operating system-related fault that can be fixed with a little manual input, they will do this. This is not just 9×5 support with 24×7 monitoring – this is 24×7 fixing.
TSM includes patch management of your servers. Patch management is the process of ensuring that the operating system software is always up to date so that your systems are affected by faults or vulnerabilities for which updates (patches) have been released.
The use of our centrally Managed Anti-Virus and Anti-Malware software may be included in the cost of TSM. This is because our industry leading remote management and monitoring tool integrates with this software to provide a secure solution.
TSM contracts may include regular Site Attendances to actively check and maintain your systems and provide a face-to-face onsite presence for reassurance to your staff that we are not just a faceless voice on the end of a phone.
TSM includes discounted rates on fixed-price quotes for the supply and implementation of additional hardware and software to upgrade your systems or increase your capacity as you grow.
TSM pricing is simple. We charge on a per user per month basis. If you have more than one computer per user small additional charges may apply. Why don’t we publish our prices on our website? We’ll need to understand your business and become partners to work together properly.
If you’d like to consider working together please contact us to arrange a visit.
Find out more
Contact us to find out how our managed IT support can benefit your organisation.
For details of our cyber security add-on, TSSM, please view our Cyber Security page.