Service level agreement

GRANULAR IT has a contractual target (Service Level Agreement – SLA) for working on any IT problem, including providing on-site support where needed. Our target is to achieve greater than 90% of these SLAs

We provide remote technical support for your desktops, servers, and networked equipment. If a support call cannot be fixed remotely, an onsite engineer will be sent out. 

Remote Technical Support Functions

• Call answering, logging, and escalation

• Call monitoring

• Immediate fault fixing by telephone (when possible)

• Advice and assistance

• Controlled call closure

• Suggestions for upgrades, system changes, and user training

• Remote control support of users (provided facilities are available) 

Installation Functions

• Needs analysis

• Procurement advice

• Scheduling

• De-installation and de-commissioning

• Asset management database update

• Single user installations e.g. PC build

Support Functions

• Technical analysis

• User liaison

• Problem resolution

• Call resolution

System Administration Functions

• Daily pro-active server monitoring and reporting

• 24/7 pro-active server monitoring (e.g. backups, anti-virus, capacity)

• Server service pack updates, as required

• User administration (creation, deletion, and amendment of accounts & security rights)

• Printer administration

• Server management

• Capacity monitoring

• System backup monitoring

Additional project work

GRANULAR IT will charge extra for any project work, having produced a separate, written proposal for any major or standard project.

These include:

• Office relocations

• Server installations

• Software development

• Networked application and client/server installations

• Coordinated roll-outs of multiple desktops or applications (e.g. Installation of anti-virus software on multiple machines)

• Network equipment installations and shared equipment (e.g. networked scanners, network printers, hubs, routers, switches, and firewalls)