iDealSupport
 
 


Focusing on the needs of SMEs and SMBs, our flexible and wide-coverage iDealSupport packages offers guaranteed value-for-money one stop IT maintenance and support service:

 

  iDealSupport Packages
    GOLD SILVER BRONZE AD HOC
  Response Time Live, 9/6 M-F Live, 9/6 M-F 2 hr, 9/6 M-F 4 hr, 9/6 M-F
  Telephone Support Advanced Advanced Basic No
  Remote Support Yes, active Yes, passive No No
  On-site Service 2 hr x 16 2 hr x 8 2 hr x 4 No
  Applications Support Yes Yes No No
  Account Service Semi-annual review Annual review No No
  Backup and Disaster Recovery Plan Yes Yes No No
  Anti-Virus Yes Yes Yes No
  Additional On-site Service Premium Rate Premium Rate Premium Rate Standard Rate
  System Complexity 20 PCs, 3 Servers 10 PCs, 2 Servers 5 PCs, 1 Server Any size
           
       
  Definitions of Support Programs    
       
  Response Time Customer requests are responded immediately at gold and silver level, or within 2 hours at bronze level during service hours  
       
  Telephone Support The Online/phone Support provides unlimited toll-free assistance for hardware, software, and network problems. The Basic service provides basic judgement and advice on system problems, the Advanced service trouble-shoots, advices "how-to", and gives users the opportunity to learn new computer skills.  
       
Remote Support The Remote Support is included at gold and silver level. Customer system is accessed by support engineers remotely via customer defined gateway to perform support tasks. Also customer system information is collected and analyzed periodically for failure prediction.
       
  On-site Service Where problems could not be solved via Telephone support and Remote support, on-site support is provided to eliminate any issue with regard to customer system.  
       
  Applications Support Available at gold and silver level, this service provides user limited support and assistance in working with applications.  
       
  Account Service Upon customer request, provides an account review of the customers service activity and requirements.  
       
  Backup and Disaster Recovery Plan To assist customer in establishing and executing the backup and disaster recovery plan of the key IT data  
       
  Anti-Virus Help customer to setup internal virus protection mechanism and to perform cleaning when necessary  
       
  Additional Service Upon customer request, service out of service period or not covered in the package is available and provided at a premium rate  
       
  System Complexity All packages are based on Microsoft platform and applications. Other systems or applications may increase the system complexity and cause additional support tasks required.  
       
       
    CALL 6741 8003 now for  more details    




 

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