IT Support and Maintenance
Support Services
All of our services are tailored to our clients' needs. We don’t have a "one shirt fits all" solution, because everyone’s needs are different. Below you can find a sample of our services. Before we get started we help you evaluate your current systems, budget and goals to determine what options best will work with your company and business model.
Help Desk
Our team has over 25 years experience providing first and second level telephone and email based help desk support for clients. Our help desk experience includes IT technical support, business application and end-user support.
All helpdesk requests are logged, given a support Case Id and tracked to ensure SLAs are met. The case resolution and effort taken is recorded allowing further analysis to identify how support effort is spent and root causes.
Activity statements allow clients to see a summary of helpdesk support activity complete, in progress or yet to be actioned. Monthly support statements are sent to Dancrai helpdesk clients detailing each support request, resolution and effort taken to resolve.
Hardware
We have established relationships with some of the biggest global hardware suppliers in Australia who distribute hardware and software from all vendors.
By leveraging these relationships and partnering with Australia ‘s largest IT distributors, we are able to provide the optimal hardware solutions for our clients’ corporate requirements.
These relationships also ensure efficient support and warranty response for our clients across all leading brands.
Scheduled Maintenance Agreement
More and more companies are becoming extremely reliant on a multi-user system for management of their business information assets. These systems usually require many routine administration tasks to be carried out at different times to ensure the system reliability and efficiency.Our support staff are amongst the best in the industry, and are continually kept up to date through regular training and hands on experience. With a Scheduled Maintenance Agreement, companies can focus on their core business, secure in the knowledge that our Technical experts are pro-actively looking after and caring for their computer system. Customers who take up the Scheduled Maintenance Agreement enjoy this peace of mind at a fraction of the cost of maintaining such expertise in-house.
The System Admin service can be customised to meet the individual requirements of each customer and their business. Depending on the level of support you may need, your
Services may include some or all of the following:
- System Backup and verification logs
- Process Monitoring
- System Benchmarking
- Review of system messages and log files
- System security maintenance
- Monitoring of disk space and file systems
- System integrity diagnostics and reports
- Scheduled servicing of peripheral components
- Memory usage – both physical and virtual
- Local data cabling scanning and maintenance
- Wide Area Network Checks and reporting
- Fault diagnosis and troubleshooting.
- Service review meetings with clients