Littlefish Servicedesk
Littlefish Servicedesk
Ideal for people who want total, round the clock IT Support. Everything covered, no extra bills.The Littlefish Service Desk goes beyond the traditional Help desk – it is a fully managed Service Desk offering proactive support 24/7, 365. Our team of dedicated engineers, account managers and administrative staff provide a comprehensive Service Desk solution that goes beyond the technical, delivering real time and proactive monitoring, monthly reporting, guaranteed and regular housekeeping visits from our team of experienced engineers and ongoing help to configure your IT infrastructure as your business needs change and develop.
Unlimited remote support 24/7, 365. Using our unique software we will monitor your systems 24/7, identifying problems before they because a service affecting issue. Contacting our Service Desk couldn’t be easier – either call, email or for the fastest response use our instant chat software for immediate connection to an engineer – day or night. Site visits are included where faults cannot be resolved remotely via our flexible costed IMAC* offering.
- Product Overview
- Product Details
- SLAs
- Pricing
Littlefish Servicedesk features at a glance:
- Unlimited remote support, 24/7
- Access to a team of highly skilled and qualified technical engineers
- Site visits available where faults cannot be resolved remotely
- Proactive network management
- Inclusive scheduled housekeeping site visits
- System Monitoring
- Software Support
- Pre-Existing Issues covered
- Monthly Reporting
Littlefish Servicedesk features in full:
Remote Support:
Unlimited remote support, 24/7. Users can contact us via email, telephone or Littlefish Chat. Littlefish Chat is a remote access service which allows our engineers to connect to the problematic desktop or server, and fix it without having to visit your office.
SLAs:
- 15 minute response to support requests
- 4 hour resolution target to support requests
- 8 hour onsite target when faults and configurations cannot be managed remotely
Site Visits:
Site visits included where faults cannot be resolved remotely via our flexible costed IMAC* offering.
Proactive Management:
Subject to our Fair usage Policy this covers configuration management of the following:
- Printers
- Login Scripts
- Users
- Groups
- Distribution Lists
- Security Groups
- Internet Security
- Anti Virus
- All standard Windows Domain Features
Housekeeping Visits:
An engineer onsite at your office for half a day every month specifically dedicated to network-housekeeping activities. This can be used to clear up any minor issues or changes that you require. If you have no current issues the engineer will follow a schedule of general system maintenance including the following:
- System defragmentation
- Disk clean up
- Defragmentation
- System Patches
- Required Updates
System Monitoring:
Proactive monitoring of the hardware and operating system allowing us to pre-empt and prevent problems, meaning greater uptime and increased productivity. Our monitoring software automatically generates support tickets to instantly log errors and place them in the ticketing queue.
Standardised monitoring of the following:
- Event Log critical errors
- Anti-virus updates and services
- Backups
- Disk space
- CPU Usage
- Memory Usage
- Network usage
- Hardware Changes
- Licences
- Exchange monitoring
Software Support:
Software troubleshooting for standard Microsoft products. This includes availability and connectivity of the following:
- Microsoft Server products
- Microsoft Desktop Operating Systems
- Microsoft Office Suite
Excludes user training and advanced configuration.
Third Party Applications:
Time saving third party software application support. Use this in conjunction with your external software support agreements to remove yourself as the middle man when issues arrive. Exclude the blame culture by having Littlefish liaise directly with your third party providers ensuring speedy troubleshooting and resolution of software issues.
Project Work - UK mainland only
As a contract client you will be entitled to preferential project work rates. The following items are classed as project work:
- Company-wide policy changes
- Installation and configuration of non-standard features
- Server replacement
- Office moves
- Advanced configuration of software e.g. Sharepoint set up
- Architecture redesign (e.g. routing changes, domain changes, push-pull printing)
- Auditing/PCI Compliance/SOX
- Disaster Recovery planning
- Penetration testing
Peripheral Devices:
All standard network equipment covered for troubleshooting, configuration and availability including Printer, Fax, Scanner, Access Point, UPS, back up device. Separate cover is available for the following items:
- VPN installation/Maintenance
- Layer 2 and layer 3 switches
- Back Up (remote or local management)
- Router
- Firewall
Excludes hardware parts.
Pre-Existing Issues
Littlefish will support pre-existing issues with your network subject to our Fair Usage Policy.
Monthly Reporting
We operate strict target SLAs in order to give the best service to our customers:
- 15 minute response to all support requests
- 4 hour resolution target to support requests
- 8 hour onsite target when faults are identified as non-repairable remotely
Our pricing is based on a simple and attractive single cost per device:
- £18pm per workstation (desktop/laptop) per month
- £120pm per server per month
Other equipment such as your router, managed layer2/layer3 switch, and your firewall can be covered under this service level. Please tell us your requirements.
Please contact Littlefish for a bespoke support proposal for services above 150 users and/or 20 servers to include a full service and incident management wrap service.
* IMAC - On-site resouce for 'Incidents, Moves, Adds and Changes'.
- Littlefish Helpdesk
- Littlefish Servicedesk
- Pay As You Go