Overview
The Orbis IT Support service has been designed to provide high quality IT infrastructure support to companies of all sizes and levels of maturity, from start-ups through to multi-site organisations. Total flexibility enables Orbis to meets the varied needs of companies in the most cost effective way. Orbis IT Support can complement and bolster in-house IT staff or can deliver full support for companies with no IT staff.
Description
The support service is completely modular allowing clients to select the support elements dependent on business requirements. We can provide complementary support to in-house IT staff, freeing up their time to work on business critical IT projects and leaving the day to day support to Orbis. Or a full support service can be delivered to companies with no in-house IT capability. Additional support service elements (such as holiday cover for in-house IT staff) can be provided at additional cost. The support service consists of individual elements such as helpdesk support, remote troubleshooting, pro-active account management, on-site visits (on the rare occasions that problems cannot be fixed remotely) and proactive server & network monitoring. See Service Elements for a full description of the service levels. Companies that are unhappy with their existing IT support supplier should consider switching to Orbis. The technical expertise and industry experience of Orbis engineers combined with the cost saving potential and commitment to excellent quality of service makes Orbis IT Support a compelling proposition.
Benefits
Clients can focus on running and developing their core business, confident that their IT systems are being supported by experts. Reduction of business impacting downtime as a result of rapid remote fault diagnosis. Stabilisation of the IT infrastructure through pro-active monitoring, further reducing business impacting outages. Reduction in the cost of support Dedicated Orbis engineers who understand their client's infrastructure. Pro-active account management to ensure ongoing and consistently high levels of service. Clients have a 'trusted partner' with the industry knowledge to ensure they get the right IT services and solutions at the right price.
Service Elements
Service Element | Description |
Infrastructure Review & Basic Healthcheck |
Document the infrastructure, hardware and software Identification of devices to be supported and Review of infrastructure & security updates Identify potential infrastructure issues Identify potential cost saving opportunities Brief report on cost savings and service improvement IT infrastructure diagram |
Telephone Helpdesk Support |
Unlimited access to engineers via a helpdesk with Orbis will act as single point of contact to resolve |
Remote Problem Diagnosis |
Remote control of user PCs for rapid problem diagnosis Remote access via secure VPN for fault diagnosis of |
Account Management |
Pro-active account management to ensure client feedback Monthly meetings (or at clients discretion) to provide |
Onsite Support |
An engineer will attend site next business day to resolve Ad-hoc on-site visits which may be requested outside |
Remote monitoring |
Pro-active remote monitoring of servers and network
|
Server Hardware Maintenance |
Guaranteed next business day server hardware replacement. Support for one server is included with one additional server per 50 contracted devices supported. Orbis will act as single point of contact to manage the replacement |
Summary
The Orbis IT support service is designed to meet client needs exactly, whether your business is in start-up mode, is growing or is a well established business with multiple locations. It can complement in-house IT staff or provide a full support service. It is delivered by highly skilled engineers who have worked in some of the most demanding and complex IT environments globally. The engineers have a detailed knowledge of each of their client's infrastructure allowing them to quickly diagnose issues with a minimum of client interaction. The latest technology is utilised to deliver the support service in the most cost effective and efficient way possible which, in conjunction with the highly skilled engineers ensures each client receives the highest quality of service. The Orbis IT Support Service enables clients to focus on their core business, confident that their IT infrastructure is supported by experts who will ensure that it continues to meet their business needs.
Exclusions
The following items are excluded from all service levels:-
- Data backup & recovery
- Virus removal from infected systems
- Printer consumable replacement and printer hardware break/fix
- Support and maintenance of bespoke applications such as financial, CRM and order processing packages
We are happy to discuss any special support and management requirements that clients may have.
Pricing
Orbis IT Support is delivered for a fixed annual fee or clients can choose to operate on a 'Pay As You Go' basis. The price is dependent on the number of devices being supported and mix of service elements required. The 'in house' capability of the client is also factored in such that an optimal price can be determined for each client. Customisation of the individual service elements or additional services, such as holiday cover for in-house staff, will require dedicated pricing.
Ordering
The service is fully customisable in order to meet client requirements and is ordered through a provision of services contractual agreement.
For More Information
For more information see our website at www.orbisit.co.uk or please contact Orbis on 0845 659 0701 or on email info@orbisit.co.uk
© ORBIS LTD 2010 CREATED BY www.thewayforward.com
Latest News
Orbis Ltd Partners
