IT Helpdesk Support
Radius Technologies provide a range of IT support and helpdesk services. Our maintenance and service contracts can be tailored to meet customer specific requirements.
The Radius helpdesk is staffed by full time dedicated helpdesk engineers. The support levels include telephone assistance, remote dial in and on-site assistance. We operate a fully open helpdesk system, whereby all contract holders can log on and review calls via our on-line call management systems.
This system provides for 100% transparency and traceability, where all calls, time details, as well as resolution are securely available online. The online portal also allows customers to log on and escalate their own calls and also manage calls on behalf of their other offices and system users.
This contract type is used by companies that have very little IT support requirements or where they require advanced technical expertise coupled with full help-desk services backed up by guaranteed service level for on-site support. Unlimited remote and telephone assistance are covered in the contract cost. However, on-site work will incur an additional charge.
This is similar to the retainer contract. However, this contract also includes unlimited on-site break fix time. Standard contract costs are based on the number of PC’s and servers being supported. Standard contracts are designed for companies that want to know in advance what their annual IT support budget is going to be. This contract can be paid monthly by direct debit, if required.
Pro-active contract calls are normally taken out in conjunction with a standard contract where the company wishes to have a fixed annual cost for IT services and also wants Radius to provide ongoing maintenance on their servers and PC’s. This would involve applying security patches, cross checking internet usage logs, updating anti-virus software, performing printer maintenance, etc. These calls can also be used to carry out system changes and re-configurations that the customer queues up. This contract is pro-active, where Radius manages the sites, servers, backups, email, web usage and security. We become the company’s IT department and report to management on budget, system usage and system recommendations as well as best practice.
Time Block Contract
This type of contract is suitable for any company looking for occasional IT support and want to draw down support hours as required. The minimum time block contract is 5 hours with hourly rates reducing on a sliding scale. Our web based ticketing system displays remaining hours outstanding and also breaks down hours used to date, including a detailed description of call activity, escalation and technical resolutions.
Remote monitoring is a service where software is installed on the customer’s server and/or systems. The system is monitored 24x7x365. The software automatically interfaces with our online call management software and auto generates service tickets when required based on pre-defined error handling criteria. Remote monitoring is priced on a per unit basis and works on a sliding scale based on the number of servers/systems being monitored. Remote monitoring services can be provided alone or in conjunction with any of our contracts. Prices start from as little as 65 cent per day.
Note: We also provide server and comms only contracts.