Maintenance

An important consideration for your Company will be the on-going support and maintenance of your systems.

All new hardware carries a One-year Return to Base manufacturer’s warranty. However, this warranty may not be sufficient for the requirements of your continued operation.

Servers

Your servers are the central and key component of your IT infrastructure. Therefore, we will look at the following:

· Ensure that your server(s) have all recent Microsoft updates/fixes applied.*
· Ensure there is minimal disk fragmentation on the server, which could significantly slow it down.
· Ensure that your server(s) have recent service packs applied.* (Service packs fix identified problems, and add functionality. It is good practice to be using the most recent service pack).
· An appropriate fail-safe UPS (uninterrupted power supply) is in place and working.
· Emergency Repair Disks (ERD) will be created to allow recovery from certain failures.

Desktop Machines

Given the extent of data stored on PC's and the risks of viruses emanating from a local machine on your network or via a laptop connecting to your network periodically, PWM aim to ensure that:

· The latest Microsoft updates are applied, closing potential security holes.
· Virus software is sufficient and regularly updated.
· Non-standard applications, which may cause conflicts, are identified and illegal or unlicensed applications are removed or licensed.
· Laptops that may connect directly to the Internet from outside the office need to have sufficient firewall software installed to reduce the possibility of bringing viruses or exploits into the company.
· Local data stored on the "C:" Drive is being backed-up as appropriate.
· Emergency Repair Disks (ERD) will be created to allow recovery from certain failures. (registry corruption, failed installations or sudden shut-downs).

There are three Supports models available:

· Standard Support (48 Hours)
Standard Support provides a skilled specialist who will commence working on your problem within 48 hours of logging a service call. Guaranteed work-through is not included. The engineer will leave site at approx 6pm and return at 9am the following business day.

Service requests can be logged between 9.00am to 5.00pm, Monday to Friday.

· Next Business Day 9 x 5
The next day service response for hardware faults provides a skilled specialist who will commence working on your problem within 8 working hours of logging a service call. Guaranteed work-through is included (i.e. once on-site, the engineer will remain until the problem is resolved). Additionally, a relief engineer may be called upon if the site visit exceeds reasonable timescales.

Service requests can be logged between 9.00am to 5.00pm, Monday to Friday.

· Same Business Day 24 x 7
For customers who use their Systems and Network to run essential, core business applications, this option provides on-site coverage Monday to Sunday with the service window extended to provide cover 24 hours a day. Guaranteed work-through is included (i.e. once on-site, the engineer will remain until the problem is resolved). Additionally, a relief engineer may be called upon if the site visit exceeds reasonable timescales.

Service requests can be logged 24 x 7 x 365