The outsourcing of IT has become recognised as an alternative business model for reducing costs and improving business delivery. IT is one of the most significant investments your business will make. Here at Quiss Technology we recognise that commitment. To maximise your return on investment, we offer three alternative outsourcing models, WORKS PREMIUM, WORKS PLUS and WORKS FLEX.
These solutions have been designed to assist businesses who do not have access to the appropriate resources either internally or externally and they can also offer the option of substituting an in-house function with an outsourced one. WORKS covers all levels of support and can incorporate numeric changes in the business size and locations within the UK.
Delivering value with WORKS
Reliability | Professionally designed and resilient network infrastructure which is proactively managed |
| Guaranteed Service Level | Service level agreements for problem management |
| Compliance | Security and integrity is monitored and maintained
Disaster Recovery planning |
| Designated relationship manager | Proactive Account Management throughout the contract |
| User training | Tailored training to meet the specific needs of the business and its users |
Features of the WORKS Solution
Management and Administration
- Dedicated account manager working throughout the contract with regular progress meetings
- Network status reports presented on a quarterly basis detailing the general status of the network
- Documented call statistics and trends presented on a quarterly basis listing and categorising all calls made to the Helpdesk allowing problem areas to be addressed
- Daily network housekeeping including disk space, backup, database, virus checks and remote alert monitoring
- Comprehensive asset management ensures stock, insurance and conformity issues are addressed
- Third party supplier management
Hardware and software support
- Desktop support available to the user during normal hours with 4 hour fix times
- Server support available 24 hours per day 365 days of the year once again with 4 hour fix times
- Service provided on-site anywhere in the UK and with remote assistance
- Includes all desktop computers, laptops, printers and active networking equipment
- Upgrades, system repairs, patches etc are all performed out of normal working hours by fully qualified personnel
- Business specific application support
- Home visits to remote users to configure remote access
Disaster recovery plan
- Full recovery of systems documented and tested during the course of the contract
- Monthly test restores from tapes sent off-site
- Daily access by us to your servers to ensure backup procedures are fully functional with status reports provided
Training
- Training carried out at your premises by our accredited trainers
- Trainer days allocated for the duration of your contract
- Training needs analysis carried out with management and users
- Induction training for all new starters
- Flexible tailored training programme to suit your needs
- Consistent delivery in training methodology
- Regular training review
Helpdesk Support
- Available for all issues including first line support for critical business applications
- Reporting procedure in place to monitor all levels of calls and provide feedback in terms of user and system analysis reports.
- Direct access for all staff within the business
- Active call management through to resolution
- Dedicated helpdesk contact
Consultancy
- Unlimited access to a wide range of expertise covering all areas of technology
- Assistance in selection of new products or services
- Strategic IT advice with planned mergers, acquisitions or changes to your business
- Project management as required
Service Level Agreements
Service Level Agreements for problem management are an essential part of our contracts providing response times, fix times and up-time availability, which in turn guarantee consistent performance levels.
Where we are responsible for the installation of a new infrastructure the SLA will include financial penalties should performance targets not be achieved.
Download the PDF or email enquiries@quiss.co.uk for further information
