The support provided by Toltec is completely comprehensive and covers every eventuality of system failure, including next business day hardware support, telephone support, remote support and where required on-site support.

In the event of a system failure the client shall contact the Toltec helpdesk where the call will be entered into the support system, prioritised and assigned to the appropriate engineer (the engineer will be qualified in the appropriate discipline, i.e. Cisco or Microsoft).

Telephone Support
Telephone support will be provided in the event of a system failure, the client shall call the support line. Toltec will endeavour to receive the call immediately and allocate it to the appropriate member of staff. The normal hours of business are 8:30am to 5:30pm, Mon- Fri. The call will be prioritised and allocated to the appropriate engineer.

Remote Support
Remote support involves a member of the Toltec technical support team accessing the system remotely to resolve the problem. The remote support can be provided from Toltec’s Head Office in Salford Quays.

On-Site Support
If the fault can not be resolved by either Telephone or Remote support then a site visit will be required. Toltec shall endeavour to have an engineer on site within four to eight working hours in the event of a complete system failure.

Systems

Auditing and testing - Toltec will continually audit and test your systems to ensure that the network, server and desktops are operating effectively and efficiently.

Specialist Advice – Toltec’s engineers are experienced and accredited in a number of technologies thus can advise you or your employees on a technical matters or queries they may have.

Infrastructure Design – Designing an infrastructure is a process that Toltec implement on a daily basis thus if you or we feel that your company needs additional hardware or software to achieve your ICT objectives then we will develop an infrastructure design to inform you of where changes may need to be implemented.

ICT Strategic Planning -

Server Support – The server in an organisation is at the heart of the ICT network without it not working to its full capacity or potential, reductions in network performance can be experienced. Server support is vital to any company as any problems with the server can potentially bring down the full network.

Preventative Maintenance – Toltec continually monitor all our support customers systems to ensure that we know if any problems arise with our customers systems before they do enabling us to quickly and effectively solve the problem.

System Administration

Fault Finding and Fixing – At Toltec we have an excellent record of making sure that any problems that arise on any of our clients systems are resolved enabling our clients to carry on working and continually experience the benefits of their ICT investment.

Asset Management – Toltec at the start of the ICT support contract will asset tag equipment in the ICT Support Inventory schedule, all details of this will be entered onto the Toltec Helpdesk system and will assist in the timely resolution of support issues and allow detailed reports.

Account Management – Toltec continually keep in contact with all of its current support customers to ensure that any problems that they may have are resolved as quickly as possible. Toltec are committed to visiting support customers every three months and make regular calls once a month; we believe that this continual communication enables a much more solid and long lasting relationship.

Strategic Reviews – Toltec continually monitor and asses support customers systems to ensure that they are working efficiently and effectively. Monitoring customers systems on a regular basis enables Toltec to recommend hardware or software upgrades that may be required in the future to enable the customer to continue experiencing the benefits of a well maintained and supported network.

Preventive Maintenance - As a standard part of the support contract Toltec regularly complete a set of preventative maintenance procedures to ensure optimum performance of the servers and network.

• Monitoring server performance

• Installation of service packs and patches on the operating system

• Manage user accounts and security policies

• Monitor hard disk space on the file server

• Check backups have been completed successfully

• Check event log to ensure system performance is optimal

• Regular checks to ensure that the servers are performing correctly

Best Code of Practice

All Toltec Support contracts include a set of documentation to assit in the running of the ICT systems.

These include: