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Network Services

Monitoring, Maintenance And Support

Eastern Digital IT Network Support plans provide three critical services required that keep you operating.
Monitoring

Monitoring

Our remote monitoring tools constantly measure and report issues that may impact the performance of your servers, computers or network devices.

Maintenance

Maintenance

Your servers, computers and network devices are kept up-to-date, secure and reliable.

Support

Support

Our rapid response centre engineers have the tools, training and quality-assured processes to quickly assist your staff when problems occur.

Key Benefits

  • FAST RESPONSE
    Your calls or e-mails for support are answered promptly.
  • PROBLEMS FIXED, ON TIME EVERY TIME
    We attempt to fix all reported incidents immediately. If it’s more complex and requires further investigation, or must be completed later, we have processes to do it promptly.
  • CUSTOMER SERVICE FOCUS
    Our performance is measured and reported to you each month.
  • FIXED PRICE SUPPORT
    Your monthly support bill is fixed at an agreed price. Other work outside of your support contract is offered at discount rates.
  • RELIABLE INFRASTRUCTURE
    Your network will be professionally maintained, monitored and optimised to its full potential.
  • ACCESS TO SKILLS
    Our qualified team of engineers are very experienced to give you peace of mind.

We Offer 3 Levels of Service

On Demand Support Plan

  • For customers who want independence and only want us around when the need us.
  • On-site Support – billed on a per visit basis (min 1 hour).
  • Remote and Telephone Support – billed per 30 mins of support.
  • Desktop / Server / Printer and Network Support – all at an hourly rate.
  • Standard rates apply to all On-Demand customers.
  • Benefits
  • Fast response
  • Control spending

Response Network Support Plan

  • Unlimited predictive analysis – monitoring and reporting.
  • preventative maintenance – PM (Project Management) activities performed only at customer request.
  • remote problem and change management – all remote “break/fix” and change request activities during business hours at discount T & M (Time and Materials) rate.
  • onsite and project management – all onsite “break/fix”, change request and project activities performed at discount T & M rate.
  • Benefits
  • Fast response
  • Control spending
  • Full reporting

Secure Network Support Plan

  • Unlimited predictive analysis – monitoring and reporting.
  • Unlimited preventative maintenance – all PM activities included in monthly fee.
  • Unlimited remote problem and change management – all remote “break/fix” and change request activities during business hours included in monthly fee.
  • onsite and project management – all onsite “break/fix”, change request and project activities performed at discount T & M rate.
  • Benefits
  • Fast response
  • Low IT failure
  • Fixed cost
  • Full reporting
  • Discounted T & M rate

Managed Services Details and Plan Comparison

Get more details about our plans and check our comparison table.
  • PREDICTIVE ANALYSIS
    Our automated tools alert us to any potential problems before impact.
  • PREVENTIVE MAINTENANCE
    Scheduled activities and tasks carried out by EDIT365’s engineers to ensure all IT devices and software perform at optimal levels.
  • PROBLEM MANAGEMENT
    Any incident that impacts staff, network, IT device or software is managed by EDIT365’s engineers in a structured way for speedy resolution to minimise impact.
  • CHANGE MANAGEMENT
    Any minor request to add, move or change something on your computers or IT network.
  • ONSITE ACTIVITIES
    Request or requirement for EDIT365’s engineers to travel to the clients premises to perform onsite work.
  • PROJECT MANAGEMENT
    Large time-consuming changes that require a project manager to scope, document and obtain customer sign off before initiating.

Feature Details

Response

Protect

Secure

Maintenance – PC’s

      
Monitoring      
Drive Space Monitoring
Service Availability Monitoring
Firewall Monitoring
Maintenance      
Microsoft Patch Management Report only
Software License Reporting
Automated Desktop Optimisation and Management Report only
Security      
Automated Spyware and Adware Removal Report only
Antivirus Software Management and Updates Report only

Monitoring and Maintenance – Servers

      
Monitoring      
Event Log Monitoring
Service Availability Monitoring
Drive Space Monitoring
Backup and Server Imaging Monitoring
Firewall Monitoring
Maintenance      
User Account Administration – –
Microsoft Patch Management Report only
Log File Maintenance Report only
Backup and Imaging Software Configuration and Updates Report only
Quarterly Backup and UPS Testing – –
Quarterly Server Disaster Recovery Testing – –
Security      
Folder Sharing Permission Administration – –
Anti-Virus Software Configuration and Updates Report only
OPTIONAL APPLICATIONS      
Microsoft Exchange Server – – –
Microsoft SQL Server – – –
Microsoft ISA Server – – –
Blackberry Enterprise Server – – –
Microsoft Small Business Server – – –

Support

      
Unlimited Business Hours Incident Ticket logging
Unlimited Business Hours Phone Support – –
Unlimited Business Hours Remote Control Support – –
Emergency After Hours Remote Control Support – – –
Discounted On-Site Support
Unlimited On-Site Support (Business Hours) – – –
Unlimited On-Site Support (After Hours) – – –

Network Management

      
Technology Management      
Online Support Ticket Management
Online Device Reporting
Secure Password Management –
Infrastructure Management      
Router/Switches Configuration and Support – –
Wireless Network Configuration and Support – –
Firewall Configuration and Support – –
Branch Office VPN Configuration and Support – –
Vendor Management      
ISP Problem Management – –
Nominated Vendor Management – –
Coordinate Vendor Warranty Calls – –
Track Vendor Warranties and Subscriptions

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