IT support services

Why outsource IT support?

Breadth of knowledge and skill
Outsourcing enables you to tap into the breadth of knowledge possessed by many personnel contained within your outsourcing partner, all working together as well oiled machine. You get excellent service. To get the same coverage yourself, you would have to have a big IT department.

Sustainable familiarity with your IT needs
A departure of very capable IT professional from your company can result in a great loss. Not only do you lose the skill provided by the person but also deep familiarity that the person has accumulated during the years working with your organization. An outsourcing partner will keep track of your IT development through the years, building and increasing familiarity with it. IT professionals join and depart your outsourcing partner, but with good record and excellent regeneration cycle available in good partners, you no longer have to worry about your IT human resources turnover.

Scalability
How fast is your company currently growing? Are you starting to see the need of recruiting more IT professionals on the horizon? How can you make sure that the new people will fit the company future IT development? The pace of IT progress makes your head spinning? Have you considered the training costs for these people? What if they move out from your company?
As your business grows, so does your IT needs. With experience in handling customers from small to big, a good outsourcing partner will be able to supply you with your IT needs, no matter which stage of growth your company is.

Bottom line, it cuts cost!
With each reduction of the hurdles above, you save money. Big IT department, retraining after departure of able professionals, familiarization of new personnel, headhunting, business application sourcing, all these carry costs. You can waive most of these costs by engaging a good outsourcing partner. Go outsource!

What do you get if we are your IT outsourcing partner?

Help desk services
Our engineers will be on stand by in our site during our business hours (Monday to Friday, 8:30 AM to 5:30 PM), ready to attend to your IT problems. You can reach us during our business hours through phone (+62 21 252 1090) or anytime through fax (+62 21 252 1091) or e-mail. To increase effectiveness and minimize charges to you, we will try to attend to your problem over the phone first.
In cases where it is impractical for us to deliver the support through phone, we will send our engineers to your site within 4 hours. We will clock the chargeable hours from the time our consultants arrive at your site. There is a minimum chargeable time of 1 hour. Longer visit time will be clocked at half hour increment. We limit our support visit charge to you to 4 hours charge per visit. However, we will still deliver the same service quality beyond this 4 hours limit, until the request has been fulfilled.
We will record the services delivered to you and present it to you monthly for your information.

Regular services
We will assign an IT engineer for your account. This engineer will accumulate familiarity with your IT infrastructure. Through our comprehensive documentation, any back up engineer we send to your site will also have the similar familiarity.
Every week at agreed date, this engineer will visit your site and perform the following:

• Servers
  • Inspect event log and check data back up log for errors
  • Install OS service packs and upgrade antivirus software database if any
  • Performance tuning & optimization
  • Storage capacity management
  • Troubleshoot any server network problem
  • Provide advice on needed upgrades for hardware and software
• Workstations and printers
  • Install, move, add, change (IMAC) hardware and software as needed
  • Troubleshoot and configure hardware and software if required

Documentation services
We will maintain documentation of your IT infrastructure. This will help you manage your current IT investments. Our engineers will regularly update this documentation.

• Servers
  • Server system configuration review and documentation
  • IT security policy review and documentation
• Workstations and printers
  • Workstations and printers inventory
  • Master list of software licenses

Training services
We will make classes available at your request for personnel in your company needing training in usage of particular software. The classes that we offer, however, are more oriented toward increasing end users' effectiveness in using common application software to help them in their daily tasks. For training effectiveness reason, the class size has to be between 5 to 10 persons. Following are the type of software for which training is available from us:

• Basic and advanced Microsoft Office applications usage: Word (word processing), Excel (spreadsheet), PowerPoint (presentation)
• Basic and advanced connectivity software usage: Microsoft Outlook or Microsoft Outlook Express (e-mail), RelayFax (fax)

Please advise us 2 weeks in advance if you require such classes to allow us to prepare venue, instructional equipments, and finalise materials.

Consulting services
As your organization grows, you will need to make important decision regarding the future direction of your IT investments. It could be something as simple as major hardware upgrade to something complex like choosing business application software (Customer Relationship Management, CRM, for example). We will be there for you to provide you additional knowledge necessary to make such decision.