SUPPORT SERVICES
A “soup to nuts” range of service offerings providing flexibility for meeting your IT support requirements.
Fusion can be many different things to different types of clients and using the flexibility of our menu of services we can tailor a support arrangement to meet a client’s exact requirements.
Full Service Agreement
For these clients we general act as the site’s out‑sourced IT department taking responsibility for all aspects of the maintenance and support of the ICT infrastructure. Often bound in a Service Level Agreement the client gets certainty of cover for fixed or predictable costs. Optionally encompassing hardware maintenance and Disaster Recovery provisions, the commercial agreement is structured according to the clients needs. Real time monitoring of systems with alerting of system events by email and or text message enables us to be every bit as in control as having staff permanently on your site.
Composite Agreement
In these scenario’s we usually agree a series of core services including Hardware Maintenance and Disaster Recovery provisions whilst retaining other support on a time and materials basis.
Examples of specific services we offer include:
Hardware Related Services
Casual Engineering ‑ time and materials attendance to your ICT problems
Hardware Maintenance ‑ Full repairing arrangements whereby for an annual fee we provide parts and labour cover to protect against failure of hardware. Also labour only option whereby we cover the cost of labour but the client would be charged for any spares used.
Software Maintenance – provides cover for the cost of labour associated with the need to re‑install software as a consequence of hardware failure.
Telephone systems can also be covered in the same set of services.
Tape Backup Related Services
Tape Monitoring – we monitor the success or otherwise of your nightly tape backup and notify you and take action in the cases of a unsuccessful tape backup.
Tape Verification – periodically we take a backup tape and restore to one of our servers. The client would then come and inspect the files restored to verify that the restoration has been successful. This exercise proves both the content of the backup and also that we can read the clients tape with different tape hardware.
Tape Collection & Tape Storage – So as to manage the need to get your backup tapes off site we can collect your tapes and store then safely within our fire proof safes.
See also our Data Centre Services for co‑location, data replication and more.
