Unfortunately, no matter how well set up your IT infrastructure is, it will always go wrong. IT is inherently unstable, as are humans, and together these two will inevitably create problems.
This is why there is always a need for ongoing support. In addition, an IT infrastructure will require periodic maintenance. Security and virus updates and patches continually require attention, system logs need to be reviewed and cleared and performance needs to be monitored. We offer ongoing support and maintenance to our clients, either on an ad hoc basis or through a more structured support or maintenance contract.
A support contract will offer you a guaranteed level of availability and a maximum response time for incidents. This will be agreed via a Service Level Agreement (SLA). The cost of such a contract depends largely on the scale of support required and your service level requirements. A maintenance contract will identify the periodic checks and maintenance that your IT infrastructure configuration requires and the maintenance period interval for each task. The contract will typically be ongoing, providing you with the ability to cancel at any time, but will assure you that routine maintenance is taking place. The scope of the contract will depend on your requirements, but will typically involve some of the following activities:
- Virus Database updates
- External security audits and patching of new exposures
- Internal security audit and investigation of violations
- Checks on scheduled backups and disaster recovery testing
- Review of server logs and report on required corrective actions
- Network performance review
- Database maintenance, administration and performance review
- Examination of Internet proxy logs for unauthorised usage
