Infrastructure Maintenance and Support

We offer a range of support, maintenance, break-fix and additional on-site engineering services. Utilising our three tier framework, you can access a managed service that meets your specific business needs.

Tier 1: Help Desk and Remote Support

  • Help Desk phone support and device monitoring
  • Call management/escalation – 1st, 2nd and 3rd line phone support plus remote dial-in resolution

You can top up our Tier 1 service by purchasing on-site engineering days as required.

Tier 2: Reactive On-Site Support

In addition to all the services contained in our Tier 1 offering, you’ll gain the added benefit of a pre-agreed number of reactive on-site support days. So, if we can’t fix a support issue through remote access, you’ll have the assurance that an NTS engineer will attend your site to resolve the problem.

  • Tier 1 PLUS the addition of reactive on-site support days

Tier 3: Proactive On-Site Support

Giving your business full outsourced IT support, our Tier 3 managed service package gives you proactive and reactive support – in addition to all our Tier 2 offerings. You’ll be assigned an engineer and client service specialist who’ll get to know you, your people, your business and how you work. Giving you the benefits of a full IT department, at a fraction of the price:

  • Tier 2 PLUS preventative infrastructure maintenance – including security audits and performance tuning
  • Minor adds, moves and changes

Additional Services

‘Top up’ on-site engineering days / Hardware break-fix support / Project consultancy, management and delivery

 

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