Turnbull Solutions acts as your IT department, looking after all aspects of your system
Our Support Services
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Our Total Assurance Contract
For organisations that require complete proactive management of their IT network with the certainty of fixed annual costs, our ‘Total Assurance’ contract provides total piece of mind. Turnbull Solutions acts as your IT department, looking after all aspects of your system. The key feature of this service is that we continuously monitor and update your entire network, all for a fixed-price annual fee no matter how much support you require.
Because we remotely monitor your network’s performance day-in/day-out, detecting and fixing minor problems before they become major ones, as well as pro-actively installing upgrades and patches to your software as they arise, the likelihood of your business suffering a significant loss of productivity is greatly reduced.
There are no hidden extras and you can call on us as often as required – all for a fixed annual price.
Our contract includes:
Proactive and Real Time:
- Network monitoring and proactive alerts of hardware and software problems;
- Monitoring and installation of Microsoft Windows and Office patches;
- Monitoring of security products including antivirus, firewall and related security hardware and software;
Ongoing Maintenance and Support:
- Network administration – add and change users, groups, policies etc.;
- Remote support for problem resolution;
- Onsite support for incidents (as required) – next business day, two business days *
Periodic Visits:
Quarterly visit from our IT manager to:
- Discuss your IT strategy and assist in the development of a road map;
- Discuss and advise on future projects;
- Discuss and review your disaster recovery options;
- Review financial IT budgets and performance; and
- Review business systems and processes.
- Computer Inventory and Audit; and
- Strategy – including Purchasing Requirements for the next 12 months.
* Subject to travel and administration costs.
What’s Covered
As standard, our contracts will cover your servers, your workstations (including desktop and laptop computers) and major network components.
Other optional items, such as printers or photocopiers, can also be covered; subject to each organisation’s individual contract. We can also include support for non-standard software packages, hardware devices and any other items identified where this is feasible.
Network Administration: All routine networking administration tasks are covered by your ‘Total Assurance’ contract. These tasks include creating new users on your system, creating new user groups, resetting passwords and other day-to-day tasks.
What’s Not Covered
Although our contract is designed to be as comprehensive as possible, certain issues are not covered within the fixed fee.
We can work on non-contractual problems as required, but we will make an additional charge based on our lowest Prepay-IT support rates.
Issues that are not covered are any unauthorised, fraudulent or malicious use of your network by your own members of staff or contractors and sub-contractors; major virus outbreaks; extended external attacks on your network (e.g. Distributed Denial of Service attacks); and recovery from a major disaster such as a fire.
Should any such problems arise we will advise you and agree a plan of action, including likely costs to resolve the issue. There are no hidden charges so you will always know in advance whether a problem is covered in our standard contract and if not, the likely cost before we commence work.
Remote Access
Our engineers use a variety of expert software and tools to access your systems remotely so that we can carry out essential administrative duties, troubleshooting and other authorised work as quickly and efficiently as possible.
We routinely install software updates and patches to authorised software as agreed in your tailored contract.
Where this cannot be achieved remotely we will schedule routine appointments with you to carry out the work on-site. Depending on your individual contract this can include weekend and night-time working to minimise disruption to your organisation.
On-Site Support Response Times
Should you contact us with a problem and we need to make a site visit, our standard support response times are either next business day or within 2 business working days depending on the level of support contracted and the severity of the problem.
For critical problems a same day response time is available (terms and conditions apply).