Allstar Solutions

Support and Maintenance

The Service Desk product can be commercially modeled to suite client requirements. This is usually based on call volume, call priority and hours of coverage.

We look forward to discussing your Service Desk needs and be given the opportunity to propose a viable solution and provide your customers/end users 24 hour support.

Service Desk – Summary Service

The Service Desk provides a 24/7 capability whereby businesses and end users can: 1. Outsource network monitoring 2. Log an Incident 3. Log a Service Request 4. Request or monitor Ticket updates. There are three primary Service Desk functions that most clients have a requirement for: 1. Fix on First – whereby the end-user makes a call to a Level 1 Service Desk analyst and can have an interactive session to resolve an issue they may be having with Internet access, ADSL service, desktop/Laptop, Printer, Email (Exchange), Office 365, Windows, a specific application, password error/changes, etc. 2. Infrastructure Incident Management – whether an alert is received from an NMS tool or a call from a Clients internal IT department, the Service Desk will assign Level1/2 support to either: a. Remotely connect to the impacted device (server, router, switch, firewall, PBX, etc) to analyse and attempt service restoration; or b. Dispatch Field Services to assess the fault, replace failed hardware, provide remote access for an engineer, action an RMA process, etc. 3. Site/End-User Field Support – an incident with a device has been determined and the course of action is to dispatch a Field Engineer to investigate the issue, replace the device or device component, re-image a desktop/Laptop, check cabling/patching faults, replace a telephone handset, etc. This function will also include service requests to perform physical Moves, Adds and Changes (MACs) in the client environment. The Service Desk product can be commercially modelled to suite client requirements. This is usually based on call volume, call priority and hours of coverage. Call Volume – we will analyse call volume for the client over the previous 6-12 months to understand the calls logged per day, week, month and plot timelines to understand peaks and troughs. Call Priority – the service can manage call priorities that have been pre agreed with the Client. Typical call priority; P1 – 24x7x4 P2 – 24x7x8 P3 – 8x5xNBD P4 – negotiable appointment time. Hours of Coverage – the Client may select the hours they want to take advantage of the Service Desk product. It could be; Business Hours, 08:30am – 05:30pm Monday to Friday After Hours, 05:30pm – 08:30am Monday to Friday 24 x 7 x 365 Or any combination of the above. The commercial packages that can be proposed include: 1. Timed call fee (based on 15min increments) 2. Monthly management fee + fixed call fee 3. Monthly management fee + capped call volume (+/- 5%)

Generic Product Support

The Service Desk has the capability to support the following common ICT products.

Infrastructure.

Routers and Switches – Cisco, HP, Juniper, Palo Alto, Meraki and other entry level SOHO. Firewalls – Cisco, Juniper, Palo Alto, Meraki. WAN Acceleration – Riverbed, Cisco. Wireless – Cisco, Aruba, Meraki. Servers – HP, Dell, IBM, Cisco (UCS). OS – Windows, Linux, Solaris. Storage – Dell, NetApp. Cloud – Office 365, Azure, Exchange Online. Collaboration – CUCM, Asterix, Alcatel, Avaya, NEC. ISP Support – ADSL Service, NBN.

Desktop Support.

Hardware – desktop, Laptop, PAD, mobile devices, printers, telephone handset. OS – Windows, MAC, Linux. Office Products – Microsoft Office (PC/MAC). Anti-Virus – Symantec, Norton, Trend Micro. Third Party Software – as per client requirements. We look forward to discussing your Service Desk needs and be given the opportunity to propose a viable solution that will not only reduce internal costs but provide your customers/end users with the confidence that they can engage support 24 hours a day.

May 10, 2017

Data Centre Relocation Work

"Allstar commenced the relocation of a data center."

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