Unlimited remote support, 24/7.
Users can contact us via email, telephone.
Our support engineers use a remote access service which allows them to connect
to the problematic system, and fix it without having to visit your office.
Service Level Agreements (SLAs)
15 minute response to support requests.
4 hour resolution target to support requests.
8 hour target when a fault cannot be resolved remotely and on-site presence is required.
If an issue cannot be resolved remotely, an engineer will be dispatched to site.
Subject to our Fair Usage Policy this covers configuration and management of the following:
- Login scripts
- Distribution lists
- Security groups
- Internet security
- All standard Active Directory features.
An engineer onsite at your office for half a day every month specifically dedicated to network-housekeeping activities. This can be used to clear up any minor issues or changes that you require. If you have no current issues the engineer will follow a schedule of general system maintenance including the following:
- System defragmentation
- disk clean-up
- System patches
- Required updates
For every 50 users, you will be entitled to half a day engineer time on site. If you require more than this, you can
purchase additional scheduled site days as part of your contract.
Proactive monitoring of the hardware and operating system allowing us to pre-empt and prevent problems, meaning greater uptime and increased productivity. Our monitoring software automatically generates support tickets to instantly log errors and place them in the ticketing queue.
Standardised monitoring of the following;
- Event Log critical errors
- Anti-virus updates and services
- Disk space
- CPU Usage
- Memory Usage
- Network usage
- Hardware Changes
- Exchange monitoring
Excludes user training and advanced configuration.
Software troubleshooting for standard Microsoft products. This includes availability and connectivity of the following:
- Microsoft Server products
- Microsoft Desktop Operating Systems
- Microsoft Office Suite
Third Party Software
Time saving third party software application support. Use this in conjunction with your external software support agreements to remove yourself as the middle man when issues arrive. Exclude the blame culture by having Sheridan Computers liaise directly with your third party providers ensuring speedy troubleshooting and resolution of software issues.
Project Work (UK mainland only)
As a contract client you will be entitled to preferential project work rates. The following items are classed as project work:
- Company-wide policy changes
- Installation and configuration of non-standard features
- Server replacement
- Office moves
- Advanced configuration of software e.g. Sharepoint set up
- Architecture redesign (e.g. routing changes, domain changes, push-pull printing)
- Disaster Recovery planning
- Penetration testing
All standard network equipment is covered for troubleshooting, configuration and availability
including printer, scanner, fax, access points, UPS, backup devices. Seperate cover is available
- VPN installation/maintenance
- layer 2 and layer 3 switches
- Backup (remote or local management)
Sheridan Computers will support pre-existing issues with your network subject to our Fair