Network Support Programme

EAC Network Solutions’ ESP Contracts are tailored to the individual circumstances of each customer. Our contracts define a guaranteed Service Level Agreement (SLA) which entitle you to:- on-site support days, on-site consultancy?, discounted rates for project work, and ongoing proactive and reactive network and server support.

Proactive Support

Daily or Weekly (to be undertaken via remote access)

• Interrogation of server error logs, anti-virus logs, backup logs, and server disk space levels, identifying and reporting on criticality of errors via email to IT Support Technician.
• Implementation of resolution plan to address errors identified as critical.

Monthly (to be undertaken via remote access)

• Monitoring of server performance, processor usage and network activity utilising operating system based utilities.
• Application of service packs upgrades and patches installations.
• Undertake system administrative tasks to optimise server performance.

Quarterly

• Undertake system administrative tasks. •
• Site visit by technical consultant to physically inspect servers and advise on further enhancements within IT that may benefit school.

Reactive Support

• Remote & Telephone assistance with diagnosis of faults.
• Remote assistance in diagnosing faults associated to server operating system and key operating applications (i.e. BackUp Exec, Sophos Anti Virus).
• Timed response to accepted quotes associated to IT Consultants attendance to site for project based work or requirement to escalate of remote support to onsite presence.