On-Site & Remote Support

At Syplex we offer different types of On-Site and Remote Support. We also offer support on a cost by incident basis.

• Helpdesk Support Contracts
• Professional Services Contracts

Syplex Helpdesk Support Contracts

Easy access to IT expertise that you don't have in house

• available 9am - 5pm weekdays
• friendly, efficient service provided by telephone or email
• calls logged and managed until your query or problem is resolved
• inclusive help with common software packages, such as Microsoft Office Suite.
• Priority response if your server or network is down, you can't access email or the internet
• Option to schedule on-site visits for routine maintenance/system development (charged by the day - preferential rate for helpdesk subscribers)
• Option to obtain remote problem diagnosis via Virtual Private Network
• Easy to monitor, cost per-incident charges (for callouts, remote diagnoses and telephone assistance requiring a senior technical consultant)
• Opportunity to build up a relationship with professionals who will take time to understand the needs of your business

Plus

• Advice on how to prevent or deal with virus attacks
• Quarterly, hour-long review meeting to talk through any work you are considering and offer technical advice, followed up with written recommendations and obligation-free quotations, if required.
• Management of any Cisco support contracts
• Invitations to Syplex technology seminars
• Quarterly e-newsletter with tips and advice
• Notification of new evaluation software

Support Services - on a cost-per-incident basis, we can also help you with:

• Network administration tasks such as setting up new users
• Microsoft software incident logging - if required, we can log a problem with Microsoft and communicate with them on your behalf. Charges as per Microsoft.

Syplex Professional Service Contracts

In-house IT staff without the hassles

If you'd like your own dedicated technical expert, but worry about recruiting and retaining the right person, Syplex can help.

A typical Professional Services Contract may include:

• a desktop/network support engineer, based on-site and working full-time exclusively for you, providing general day to day IT support for staff, maintenance of the servers, including backups, anti-virus updates and administration of the network
• a part-time IT Manager, onsite one day per week to cater for the proactive development and implementation of your IT systems, maintenance of infrastructure, higher level technical assistance to the engineer and for specialist projects
• access to the Syplex Helpdesk which would work in tandem with the support engineer to provide telephone and remote assistance, administrative support, and co-ordinate callouts for periods of sickness or holiday cover
• management of any IT contract staff to ensure services are delivered and performance targets are met
• project work (implementation of changes to the supported system) of up to 2 man days duration