Overview
Every company needs dedicated help and technical expertise in the proactive management and day-to-day support of their IT systems and infrastructure. Your organisation has its own technical support needs, determined by the demands of your business operation and users. In partnership with you Epic IT match the service level to your business needs from a range of packaged support plans.
Our support plans are based upon delivering proactive maintenance rather than just providing reactive support. With each of our plans we aim to offer a comprehensive on-going support programme designed to deliver best value to our customers. Our internal support desk, management systems and procedures help us to ensure that we deliver support in a reliable, consistent and efficient way, every time. The plans we offer are modular too which means you can tailor our support services to your exact needs.
Please view a summary of our support plans below or contact us for more information and to discuss your specific requirements.
Epic IT Complete Support sets the standard for companies who need reliable and efficient on-going technical support combined with a close business relationship with their IT partner.
By proactively maintaining the wellbeing of your IT infrastructure Epic IT Complete Support is designed to maximise system uptime through the delivery of a comprehensive preventive maintenance program. Our engineers act on your behalf in monitoring the characteristics of your systems, completing essential tasks on a daily basis. In addition our ESM & ECM (Epic Server Management & Epic Cisco Management) services are used for continually monitoring your IT infrastructure in real-time keeping our technical team up-to-date with the performance of your IT systems. For more information about our ESM and ECM services please see the section below.
Who is it for?
- Companies who need the assurance of a part or full-time outsourced IT department.
- Companies who manage their own systems but do require technical assistance from their IT partner who understands their systems.
- Companies who require a proactive management approach in monitoring and supporting their IT systems.
- Companies who require a guaranteed response Service Level Agreement (SLA).
- Companies who require the benefit of additional service components as and when they need it but without paying for it unnecessarily.
Cover Summary
- Peace of mind with full budget control – A fixed-term SLA with a pre-agreed rate card pricing.
- Full account management services delivering best practice business advice and IT strategy planning.
- Choice of three SLA options to perfectly match the response and resolution times of your business.
- Unlimited Telephone Support.
- Unlimited Remote Access Support.
- 24 x 7 Epic Server Management monitoring.
- 24 x 7 Epic Cisco Management monitoring.
- Monthly System Health check reporting.
- Unlimited Onsite Support (Pay as you use).
- 24 x 7 Access to support account online.
- 24 x 7 Access to telephone/remote/onsite support (Pay as you use).
- Epic IT equipment schedule management.
- Full visibility of service usage supported by Epic IT’s Tiered-Authorisation-Control process (TAC). TAC allows you to manage the level of support being requested by your colleagues.
- Access to Epic IT Optional Service Enhancement Modules.
ESM & ECM
With all Epic IT Prepay SLA’s we use state of the art software and tools to continually monitor the performance and reliability of your systems in real-time. Epic Server Management (ESM) and Epic Cisco Management (ECM) tools are configured exactly to your business needs working within preset thresholds. Alerting of incidents is instantaneous; notifying our support engineers 24x7 enabling them to proactively remedy the situation before a major breakdown occurs.
Examples:
- Monitors uptime and availability of managed devices
- Sends alerts and notifications of unavailable devices
- Monitors device environmentals (temp)
- Monitors status of services and provides alerts if needed
- Monitors availability of ports
- Monitors Hard disk utilisation (allows for future proofing)
- Monitors Processor Utilisation
- Monitors server component functionality
- Monitors Server Security and Intrusion Detection
- Monitor circuit performance and utilisation
- Provides customisable reporting on server resource usage
In addition to the above there are many more features that can be configured and tailored however it is dependant on the hardware capabilities.
Epic IT Optional Service Enhancement Modules
Epic IT Complete Support is a comprehensive modular support program. Its core foundation delivers every necessary component to properly support your IT systems. In addition to this optional service enhancement modules can be added further tailoring our services to meet your exact needs.
Our Optional Service Enhancement Modules include:
- IT Manager Cover
This module is a service tailored to your exact needs. Whether you need on-site technical cover to manage your work loads whilst away / on holiday, or simply additional technical resources during busy periods our IT Manager Cover services are designed to protect you when you need it.
- Prepaid Site Cover
Whilst all of our support agreements include on-site support cover as a pay-as-you-use service this module enables you to request on-site support without seeking internal approval or placing individual orders. This ensures we can be on-site quickly and with the minimum of fuss. With Epic IT Pre-Paid Site Cover packages you enjoy preferential rates for both office and out-of-office hours further reducing your operating costs.
- Facilities Management (Epic FM)
Our support agreements are designed to help you to maintain a healthy and efficient IT infrastructure. With Epic FM you can rely on us for the day-to-day management of your IT systems, acting in the capacity of your own IT department. Epic FM is a range of service programs which can be tailored to ensure continuity in the way you mange your IT systems.
For more information about our Epic IT Complete Support please
contact us.
Epic IT Advantage Support
Epic IT Advantage Support is a service programme designed to support companies who have their own in-house technical personnel but in addition require a high level of technical expertise to compliment their own technical team.
Advantage is what it says - when you require our technical expertise we will support you, with the advantage of only being charged for the time used. As with all of our support agreements Epic IT Advantage Support is regulated by our service level agreement (SLA) commitments. For better budget control we provide a fixed term SLA with pre-agreed rates for service delivery. With our Epic IT tiered–authorisation-control process (TAC) you can further manage the level of support being requested by your colleagues further controlling your operating costs.
Who is it for?
- Companies who manage their own systems but do require occasional technical assistance from a provider that understands their systems
- Companies who have a niche support requirement where their own technical personnel have limited knowledge on specific areas of their IT systems.
- Companies who need the assurance of a support agreement but only want to pay for support when the need arises.
- Companies wishing to appoint Epic IT as their preferred IT Partner but first want to sample our support capabilities and commitment to SLA delivery.
Cover Summary
- Telephone support
- Remote Access Support
- Onsite Support
- Pre agreed rate card for service charges (office and out of hours)
- SLA commitment for initial response through to resolution
- 24x7 Telephone and remote access support
- 24x7 Onsite support
- Equipment schedule management
For more information or to discuss your support requirements please
contact us.
