IT Support
IT Support Contracts Overview
Opus offer a complete range of IT support services to suit your business, we are completely flexible and we will tailor our services to your needs. Call us to find out whether our Gold, Silver or a custom contract suits you best.
New Contracts
As a new support customer our engineers will visit your offices to deploy our support tools and familiarise themselves with your network providing a good opportunity to discuss anything which has been an ongoing or underlying issue. Our dedicated field engineers will also deal with any support issues which are escalated by the helpdesk team or which can be resolved more quickly by having an engineer on-site at your premises.
Helpdesk
When you do have a problem and need to contact our helpdesk with an issue your call will be answered by an engineer, no receptionist or non-technical call logging staff and no queuing until somebody is available for you to speak to. Our engineers are chosen not only for their breadth of knowledge but also their ability to understand problems and communicate resolutions clearly to customers and other members of the team.
Complementary Services
As well as our contracts we can also provide additional services such as:
Contract Features
Opus offers the following highlights for its contracts :
- Automated daily or weekly helpdesk summary emails detailing the helpdesk calls opened, closed and unresolved.
- The Opus Support agent deployed to all PCs, workstations and servers. This allows our support team to monitor and report on your server’s critical components and services such as disc space, memory usage and RAID health etc and run hardware specification reports, software audits and license inventories for all of the PCs on your network.
- Dedicated technical account manager.
- Dedicated Sales account manager for all of your day to day purchasing and quotations.
- A complete network audit and review with follow up documentation and network schematic. This is a good opportunity for our engineers to get a real understanding of your network and for us to gather everything we need to support you .This is also a good opportunity for us to investigate any underlying or ongoing issues that you may have and for us to advise on resolution.
- Quarterly or Six monthly network health checks and follow up reports and review meetings to discuss business changes which may affect your IT and any new technology that your business may benefit from.
- Free Project Management of any infrastructure upgrades or projects.
- Optional 24/7 cover.
Some items are dependent on contract requirements.
Silver Contract
Ideal for companies that have relatively low IT requirements but still need guaranteed response times. The silver contract gives customers a lower call-out rate for all on-site work and all remote maintenance is free. Annual fees are lower than a gold contract.
Gold Contract
Ideal for companies that have a moderate to high level of IT support requirements, the Gold contract covers all maintenance both remote and on-site.
Platinum Contract
Unlimited remote access and telephone support
No callout charges for maintenance visits
Broadband
Opus work with both local and national suppliers to provide internet connectivity to current clients. This service removes one more supplier from your list of invoices every month and should you have an issue, means we'll be dealing direct with our partners to get it resolved for you.
Opus can provide the following internet services :
| Standard ADSL : | 8Mbps down / 800Kbps up | |
| Enhanced ADSL 2 : | 24Mbps down / 2.5Mbps up | |
| Bonded ADSL : | 48Mbps down / 5Mbps up | |
| SDSL : | 2Mbps down / 2 Mbps up | |
| Leased Lines (Fibre) : | From 1Mbps to 1000Mbps |
All figures are theoretical maximums and the speed of the ADSL products are highly dependent on distance from the exchange.
Consultancy
Clients often use Opus as a one-off consultancy session to make sure their IT infrastrucure and IT purchasing decisions are cost effective. Opus can consult on the following;
- Network Infrastructure
- Overall IT Expenditure
- Purchasing decisions for accounting and business software
- Bespoke vs. Off-The-Shelf purchases for software
Remote Backup
Backups are often our clients’ number one IT concern. Data too big to fit on
the tapes, people forgetting to change the media, people putting the wrong
media in, people remembering to change the tape the morning-after so
backups run through the day, broken media..... the list goes on.
Opus online backup is easy. Just set it up and then watch the backup logs appear in your inbox each evening. No tapes to change, no expensive tape hardware to buy, no human error.
Come the day you need access to the backups you can either restore it
directly from our backup systems or have one of our engineers drive your
entire dataset to your door so it can be restored.
- Backup of all your data files - Sage, Company shared documents, user folders etc.
- Backup all of your databases, emails, your entire server configuration or virtual machines
- Servers, Workstations and Laptops are catered for.
- No tapes to change
- Restore files, directories and entire datasets online. You can also have your datafiles or an image of your server sent on an external USB disk, delivered to you by courier
Hosted Services
To complement our support services we also offer a full range of hosted services for customers who wish to move servers or web based applications to cloud along with our own hosted backup and Disaster recovery solution.
