What Our Managed
Services Include:
- Unlimited phone and remote support sessions
- Unlimited on-site support, if we believe an issue can’t be resolved remotely
- Monitoring of system health managed by our automated system & overseen by our technicians regulary
- Patch management - ensure your devices have the latest patches
- Helpdesk available from 9am-5pm
- 24-hour ticket logging (via email) (help@cranfielditsolutions.co.uk )
- Service level agreements
- Instant chat availability via Microsoft Teams
- Fault identification and resolution
- Periodic on-site engineer visits for systems maintenance and ticket resolution
- User account creation/modification/deletion
- Problem management
- Liaison with third-party providers as agreed with client
- Advice and guidance on use of existing systems and recommendations for improvements
- Analysis reporting & documentation to improve and grow your support.
What's not covered:
Initial setup / onboarding. This can take around 3 -6 days, depending on the size of the company with a one-off cost.
It includes the installation and supply of our device management software, and a series of documentation practices that will help our technicians with the ongoing support, We take all staff email addresses so we can add them into our team chat and service desk, Identification of priority areas that will need our immediate attention and monitoring going forward, the set up of monitors and alerting into our helpdesk and the setup of Cyber security software If purchased. We also label all pcs for easy identification for users. This onboarding process is usually a mix of onsite and remote work, which we will organize with the main site contact. We may need you to contact your existing IT provider to help provide some of the information that is required. A simple checklist can be provided that your provider can fill out to help us onboard you quickly.
- Projects and Infrastructure changes. For instance: the set up of additional or new computers and devices
- Site visits that are not in usual working hours as per contract and on bank holidays etc;
- Managed Endpoint protection is charged as a separate add on
- Website Development
- Data recovery other than simple restores
- Managed Backups ( This is an add on service )
