The basic element of the DSS support service is a fast and efficient maintenance service providing customers with the following:
The experience of our engineering team with a wide range of equipment means hardware problems are diagnosed and resolved without delay. DSS provide flexible payment terms for maintenance contracts including monthly, quarterly, bi-annual or annual payment options.
With every IT maintenance contract a Technical Account Manager (TAM) is appointed for the site. The TAM is the central figure for co-ordinating and managing calls which require escalation. It is their responsibility to ensure that the necessary technical resources are identified to work on a particular problem.
Site Audit
With all server maintenance and support contracts undertaken by DSS, the first stage taken is to carry out a full site audit. This audit has numerous aims. It enables DSS staff to familiarise with the network infrastructure, at both the hardware and software level, in use on the Clients Site. It also gives them the opportunity to identify any dependencies between users (e.g. users sharing local printers).
This is a necessary and invaluable first step in an effective support program as it serves to highlight any potential problem areas as well as ensuring a pro-active response to support calls.
The Site Audits are performed by our qualified Staff and builds the basis for any solutions we offer our Clients and the following information is collected:
- Server Configuration
- Operating System Versions
- Service Pack and Patch Levels
- Equipment Locations
- User dependencies
This allows DSS to customise the solution we offer our Clients to their specific needs.
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Call Logging
The DSS Call Logging Centre is an essential part of the maintenance contract provided to clients. It is manned by fully qualified dedicated Help Desk Analysts from 8.00am to 6pm each evening, Monday to Friday. Calls out of normal office hours are made to a unique allocated number. This team is dedicated to handling customer queries and recording equipment faults, dispatching the relevant personnel on-site if necessary, and acting as a point of contact for escalation of any urgent matters requiring immediate attention.
Service Levels
DSS provide a total support solution addressing hardware maintenance and software systems support. This is a total desktop and server support service aimed at maintaining high levels of availability for a corporate IT infrastructure.
Service levels for support contracts are tailored to suit customers own support needs, ranging from typical business hours (i.e 9am to 5.30pm, Monday - Friday), right up to and including 24 hrs x 7 days x 365 days a year. Additionally, response times on contracts vary depending on the business critical nature of the equipment held but ranges from a 2-hour on-site response to an 8-hour on-site response.
Regular client review meetings form part of all maintenance contract and will address such areas as call statistics, call status metrics, feedback and trend analysis information that can provide a basis for eliminating many problems.
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Remote Support
Resolving a computer problem immediately is vital to every business. The time until the engineer comes out to the site and resolves the problem takes away valuable time you could actually work. As part of the maintenance contract DSS offer the remote support solutions in order to ensure the best possible resolution of your IT problems. DSS use GoToAssist, a remote support solution, which enables the engineer to remotely log on to the customers’ computer.
Benefits of remote access and support using the GoToAssist solution are:
- Improved first call resolution
- Complete Data Privacy
- Firewall Integrity and Compatibility
- 100% End-User Permission based and controlled sessions
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On-site Support
DSS offers a wide range of On-Site support services which are included in the Standard Support Contract. Our services include:
- Parts and Labour including engineer time, travel and the supply of all standard parts (excluding consumable parts)
- Repair of Desktop and Laptop PC hardware faults on-site
- Network Operating System and Backup Software
- Resolution of Desktop Operating System issues on-site
- Loan Replacement within 24 hours
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