Description

IT Support

IT SUPPORT

Eastern Voice & Data provide a single contact point for a fully managed Computer support package. IT Support experts based in Norwich, Norfolk. Our services include: Managed IT Support, Software, Hardware, Email Hosting, Antivirus and Data Backup. We are also Cyber Essentials certified so can be trusted with the security of your IT systems and as part of Norfolk Cyber Security Cluster, we can provide services to ensure your business is GDPR compliant.

Information Technology systems (IT) have become a vital part of running a successful business. IT systems are used to provide day to day services such as communication between employees, suppliers and customers via email, inventory management via Point-of-Sale (POS) systems, data management through file serves or cloud storage, and managing interactions with your customers via Customer Relationship Management (CRM) programs. IT also runs many backend services.

So with out IT Support what would you do if these integrated systems stopped functioning correctly and what would it mean to your business? It could mean you are without communications or unable to process transactions which could lead to loss in revenue and perhaps more importantly, loss in reputation.

IT System Support packages can include:

  • Telephone Assistance for Break-Fix Support
  • Remote Control Break-Fix Support using our secure remote access application
  • On-Site Break-Fix Support if issues cannot be resolved remotely
  • Service Level Agreements
  • Proactive System Monitoring
  • Workshop repair labour
  • Regular General Network Reviews (GNR)
  • Regular Network Topology Mapping
  • Equipment Audits
  • 3rd Party Liason to resolve break-fix issues, for example software such as Sage
  • Support request are logged in our Helpdesk application for full traceability
  • Includes support for all network peripherals including printers, scanners etc.

Our Managed IT Support service is designed to cover all aspects of support for your users and IT infrastructure. Whenever help or assistance is required, a single call or email to our help desk will ensure your needs are dealt with quickly and efficiently within agreed services levels.

Service Level Agreements

Service level agreements (SLAs) define the parameters of the support service so you know your service requests will be dealt with in a timely manner. The SLAs detailed below illustrates Eastern Voice and Data’s approach to this for each support package we offer.

EVD jigsaw logo

Priorities:

Priority1 (Critical) – Response within 15 minutes with a 4 hour target fix.

An unplanned incident causing loss of service to multiple users or Designated Priority User.

Priority 2 (High) – Response within 1 hour with a target fix time of 1 day.

Individual User unable to work and alternative IT facilities are not freely available. Reduced functionality causing severe disruption to the business critical tasks.

Priority 3 (Medium) – Response inside 24 hours with a target fix within 2 days.

User experiencing reduced functionality causing some disruption to the completion of business critical tasks.

Priority 4 (Low) – Response within 2 days with a 5 day target fix.

Administration request or query. Single user experiencing reduced functionality resulting in minimal impact to business.

Note – Out of hours support is provided for Priority 1 use only and on a best endeavours SLA

IT Support PackagesBronzeSilverGold
Service Level Agreement
Telephone Assistance for Break-fix SupportX
Remote Control Break-fix SupportX
On-Site Break-fix SupportXX
Call OutsXX
Workshop Repair LabourX
Third Party LiasonX
Includes Support for all network peripheralsX
Server AdministrationX
Initial Site AuditX
Quarterly Review
Proactive Monitoring and Alerting
Regular Network Topology Mapping
Regular General Network Reviews (GNR)
Regular Equipment Audits
Non-inclusive Engineering Time Rate£50/hr£50/hr£50/hr
Support Hours (Helpdesk) Monday – Friday
08:30 – 17:00 Excluding Holidays
Extended Hours Support Available at additional cost
BronzeSilverGold
Please note Virus outbreaks are not covered by all-inclusive support due to their nature.
Virus removal service will be capped at a maximum of £85 per device. We cannot guarantee recovery of data.