What do you get with outsourced IT services? - What does a service package cover?

You should be covered for server, network and desktop support. Data and applications should be supported with back-ups and recovery procedures. And a help-desk should be provided, this being your one-stop point of contact for all enquiries, calls for help and ongoing communication.

These services can be broken down into several important areas:

Remote support

For the quickest of fixes and turnarounds this is the service used most frequently. With remote diagnostics incorporated into this service, faults can be found and fixed asap. An unlimited amount of remote support and help desk enquiries can be built into a total package.

On-site support

For many of our customers an in-person fix is sometimes preferred, dependent on the problem and the department concerned. In this case it obviously helps if the outsourcing company has nationwide coverage. Pacific Info Tech has this coverage. And an unlimited call-out package is again available.
Both these types of support come with low monthly fixed-fee contracts.

Remote log in

This includes diagnostics and is suitable for problems solved with quick fixes.

Pro-active support and service

This is the only kind of support and service we supply. It is our badge of professionalism and integrity. It means regular and pre-emptive maintenance thus preventing many potential problems. This covers servers and the network. We support Windows servers 2003, 2008 all small business type servers and exchange servers used for emailing.

Security and back-up management

An especially important service for small companies vulnerable to catastrophic system crashes. Both data and applications are covered. The security management includes internet browser control, anti-virus, patch, firewall, anti-spam and malware prevention and recovery. Online and Symantec back-ups are conducted with specified regularity.

Disaster recovery

Obviously this area is related to the security component above and means a data recovery strategy and the installation of temporary servers where necessary.

Service management

This is a strategic area of outsourced IT services with aspects including a monthly health check.

Total service start-up

The early stages of our outsourced services are critical. We invest heavily in this period, familiarising ourselves with your needs and system properties.
And as part of this early service we can provide free installs of PCs and laptops.