Value-Added Maintenance
Maintenance services and support you need, when you need it!
Building on the traditional hardware and associated software break fix business, Pinacl Solutions provide three main categories of service,
Bronze
Single point of contact with our ITIL Service Desk, 1st and 2nd line remote diagnostics, basic reporting and quarterly service reviews
Silver
In addition to Bronze, detailed reporting package, pro-active management, annual ‘health-check’, back up configurations and service credit incentives.
Gold
In addition to Silver, bespoke reporting – network and application, integration with other reporting tools e.g. Cisco works for single reporting package, six monthly ‘health-check’, Celsius Management Tool available to local IT Teams, and complimentary Technical Consultancy days.
Platinum
Create a bespoke service for your organisation
Our Value Added Maintenance components generally include;
- ITIL Service Desk; single point of contact for fault reporting, up to 24x7x365 or working hours cover.
- Formalised escalation process, first and second line remote diagnostics, remote software updates.
- Pro-active management to find and fix faults before the user is alerted. Automated tracked alerts on faults.
- Remote access provision; underwritten by CLaS consultant.
- An initial audit of the customer’s estate prior to commencement of contract.
- Reporting; SLA performance, faults reports -root cause analysis, remedial action to fix fault. This will assist making decisions on network or equipment upgrades, identify problem areas and manage software policies.
- Annual network health-check to keep documentation up to date, estate clearly tracked.
- Back up configurations with any faulty equipment which needs replacing can have the same “image” straight away, up and running quickly, peace of mind – on-site and off-site versions.
- Quarterly service reviews.
- Credit incentive; reward for limited reliance on Pinacl Solutions resource (less visits = x% credit).