A support agreement is defined to provide professional IT support services to the client’s core infrastructure, to ensure that their server and network remains running in a secure and reliable fashion.

The nature of a support agreement defines it as being partly proactive, and partly reactive.

Proactive Support

The key infrastructure will be checked daily to ensure that:

• Key performance counters are not exceeded. These counters include:
• Memory
• Available Disc Space (where relevant)
• Available disc utilisation (where relevant)
• Available Processor Utilisation
• Excessive usage by individual processes (where relevant)
• The previous nights backup has completed  (where relevant)
• That all system processes are running that should be
• System logs will be checked to ensure that no critical events have occurred since the previous working day

On a weekly basis any critical patches for the operating system and applications on the server will be applied to ensure the utmost stability.

Reactive Support

The key infrastructure will be configured to notify our support desk immediately upon any key events within the system (for instance the degradation of a raid array, or low disc space).

The support desk will then allocate an engineer to investigate the cause, and to make any corrective actions.

Any faults on other devices should be reported to the support desk at ITMS Ltd on 48862, or support@itmsltd.net .

Support Hours

The ITMS Ltd support desk runs from 09:30 to 17:30 Monday to Friday. All of our engineers have remote access to the office, and subsequently onto the supported infrastructure, to do remote diagnostics and correction. The office telephone is diverted to the on call engineer outside of normal office hours.

The initial cost of the support contract includes a determined number of hours. The usage of the support contract against these allotted hours will be reviewed periodically with the client.

Benefits of Support Contract

The access to a wealth of resource, covering all aspects of Information Technology, with tens of years of combined experience.

A reduction in the cost of procuring other professional services from ITMS Ltd, such as consultancy services.

Access to a manned support desk, backed up by a number of engineers (both field and office based).

A fixed monthly fee, providing you with peace of mind that your server, along with all of your data is being monitored closely and in many instances potential problems being rectified before they become an issue.

For more information please contact us: info@itmsltd.net