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Servers Direct Service Credits - The Customers challenge

  • Customers need to provide support to their end users with IT Issues
  • Many organisations are facing budget challenges, private and public sector
  • Some organisations have found that they have lost support staff.
  • Employees are being redeployed
  • Establishments may have been part of a wider authority but now have to pay for their own use.

Typical issues a customer may face that the vouchers will cover: 

Desktop Application Set-Up & Configuration                                                                                  
Patch and Upgrade Support                                                                                    
Microsoft Office Support (Word, Excel, PowerPoint, Access)                                                     
Windows 2008 server including R2 
Workgroup File & Print Sharing Security
Virus Issues
Spyware Issues
Firewall Set-up and Configuration
Security Software Set-up and Configuration
Staying Safe Online - Help and Advice
Server Application Set-Up & Configuration
Microsoft Exchange Server
Microsoft IIS
Windows Sharepoint Services   
Microsoft Office FrontPage 2003
Routing & Remote Access Services
Application Fault Diagnosis & Remote Repair
Domain/AD User Account and Permissions
Domain/AD File & Print Sharing
Hyper V and VMware

Advantages of the scheme

  • Very low cost support
  • Covers all your IT needs
  • Totally flexible – can use vouchers to meet any issue you have.
  • Allows you to budget in advance.
  • With 12 months to spend the credits, you don’t need to worry about expiry

Levels of Support - Helpdesk 

1st Line Support: 

Capable of logging calls of the initial incident accurately capturing all information and data supplied by the customer,
Fixing simple problems or general “how to” questions within office applications

2nd Line Support: 

Capable of logging calls as above.
Fixing advanced features within office applications and desktop operating systems
Basic server functions, such as password resets, creating new users and printer issues.
Research and investigation will be required at this level which can take time. Access to the site remotely may be required at this level.

3rd Line Support:

Advanced problems within desktop operating systems and all features within server operating systems.
Research and investigation will be required at this level which can take time. Access to the site remotely will be required at this level.


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