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Utilizing our professionally trained and
certified staff along with our automated customer help system, TCA
Associates can proactively maintain and monitor your computing
environment. This includes servers and workstations, as well as,
assistance with day-to-day questions and networking issues. Our state of
the art facility allows us to leverage the philosophy of providing a
contract-based program which enables us to provide our clients better
service at a more affordable price. This
allows TCA Associates to be more proactive regarding preventative system
maintenance. Our experience has taught us that such maintenance is
essential in limiting the number of problems that arise for our
clients. Typically, 50 percent to 80 percent of an IT budget relates to
IT operations, and a large portion of that is
support and maintenance. TCA’s Support Program provides a
reduction in IT expenditures and system downtime. Finally, by moving to
a support program, our clients are able to budget their IT costs more
accurately. Our support programs are as follows:
SILVER SUPPORT
1.
On a
monthly basis, a TCA Associates engineer will either access your server
remotely or come on site to monitor and log the following items. These
items will be compiled in report that will be both e-mailed to you and
maintained in your permanent file:
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Monitor overall server performance,
ensure all server service packs are current and hot-fixes applied as
appropriated by Microsoft, Monitor Server hard drive space
(available/used). If any serious errors appear we will proactively
fix is we can, if not we will deliver a time/cost estimate to
correct the problem.
2. Monitor
workstations for necessary security updates, hot-fixes, and virus
updates on a daily basis and push all updated remotely to ensure all
workstations are leveraging the latest and most secure environment.
3. Check
virus sites on a daily basis, alert the client to any serious virus
threats, and make appropriate updates to the server. This does not
guarantee the client will never receive a virus (since virus signatures
are released only after viruses are discovered in the real world), but
such service will help to greatly mitigate any virus outbreak.
4. Same
day phone and remote support (if remote access capability supported)
guaranteed.
5. Depending
on your agreement you may receive several hours of technical support by a TCA Associates engineer
included in your monthly support program. Technical support includes
new workstation installations/configurations.
GOLD SUPPORT
SAME AS SILVER
PLUS:
1.
An average of 10 hours
(a set time will be stated in your agreement) of technical support by a TCA Associates engineer are
included in your monthly support program. Technical support includes
new workstation installations/configurations.
2. Four
hour response time for emergencies guaranteed (pending commute time and
distance to client location).
3. Same
day phone and remote support (if remote access capability supported)
guaranteed.
4. Check
security sites on a daily basis and alert client to any important
matters relating to their technology security.
PLATINUM SUPPORT
SAME AS GOLD
PLUS:
1. Unlimited
technical support by a TCA Associates engineer is included in your
monthly support program. Technical support includes new workstation
installations/configurations.
CUSTOMIZED SUPPORT
In addition to the
three listed support programs, TCA Associates will work with its clients
to create a customized support program. This can include quicker
response times, additional monthly support hours or any specific task
requested. Which program works best for you will depend on your needs,
however TCA Associates will work with you to provide the best support
program.
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