Full Support Service
This service is designed for customers who do not currently have an internal IT support function and want to focus on business related activities other than IT.
Here we take full control and responsibility of your entire IT infrastructure, first by delivering phone, remote and on-site support then by providing long-term solutions and advice.
In other words, we will act as your external IT department and manage your business IT infrastructure. Our extensive list of IT services can be found on the menu below. Because this is a full support service, we will take responsibility for the following IT infrastructure:
- Network infrastructure design and deployment
- Current network infrastructure analysis and recommendation
- Back-up and disaster recovery analysis and solutions
- User training and support
- Security audit and recommendation
- Remote connectivity solutions
- Support and maintenance of existing network infrastructure
In addition, we also offer Internet technology related services such as email marketing, search engine optimisation (SEO), website design and hosting. Please see Wavex SEO (Search Engine Optimisation) www.wxseo.com.au for more information about this new exciting field.
Delivery
The delivery of this service is first performed by a dedicated team of systems support engineers through telephone and remote support. This service can also be extended using our field engineers who visit your offices on a scheduled basis or as needed.
Our tailored contracts are flexible. You have the choice of a fixed monthly fee or a variable agreement, where rates vary according to your needs.
Some of our customers request regular on-site visits, others want remote support to servers and workstations. You may only need first level help-desk to provide your users with the first-line user support, and have all other calls raised to your own internal IT team.
Our systems engineers can effectively communicate with a wide range of individuals from employees to senior management staff. They can also help identify individuals who may require further IT training which would improve the overall effectiveness and competency of your business.
Method
Wavex IT Support understands that supporting individuals is as important as supporting technology. We believe in the value of quality people, delivering an outstanding service.
- Most issues are resolved within 30 minutes
- All calls are answered by a dedicated team of system support engineers. These individuals not only log calls but provide you first-line support service
- Our support tracking system enables us to see your critical information and effectively deal with the problem
- You have access to your live support issues through the Wavex extranet and have the option to comment on each support issue
- We help recognise user training needs and provide your users with the appropriate training, thus increasing user productivity and helping minimise ongoing support costs.
