Service and Support

ISN Solutions offers a managed IT services agreement that will ensure your organisation has access to a range of IT skills at a FIXED COST and gives you access to our IT professionals from helpdesk through to network administrators and planners. The maintenance agreement offers two components; Reactive and Proactive services.

Proactive Support

Each network requires a certain amount of proactive support in order to minimise downtime or unexpected interruptions . This work is done outside business hours to ensure minimal impact on your operations. Proactive support includes: Server security updates Antivirus checks and updates Server monitoring Backup monitoring Server restarts as necessary (usually post updates) Backup testing and restore Other network equipment updates and patching as made available from vendors

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Reactive Support

Networks and users require technical support from time to time and ISN offers a high level of support as needed. Reactive Support inclues: Remote support for users as they call our helpdesk : online support and phone support Onsite support Liaising with Software vendors Liaising with Communications providers Liaising with other third party vendors as required

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Support Requirements

There are several requirements to ensuring efficient remote support, whether it is proactive or reactive. ISN would recommend the following be implemented: Remote access software Broadband connection with a static IP address Firewall and virus scanning software to ensure security Proper and full backup procedures implemented and adhered to ISN solutions can assist in each of these areas.

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