Support

AT A GLANCE

IT organizations of all sizes require the same level of expertise since the technologies employed and customer expected performance are the same. However smaller IT installations may not justify full time employment of diverse technical specialists, for whom there is no work and is costly, but have the option of outsourcing those tasks and benefit from specialized technical services alike any larger installation.

MyiQ support is divided into 3 levels:

• The 1st level is the day to day support carried out by a technician guided by specialists,
• The 2nd level is assigned to a specialist of each product and
• The 3rd level is a specialist from the manufacturer of the hardware or software.
• The level of myiQ involvement is negotiated with the customer. Some daily tasks, not requiring specialized knowledge, can be undertaken by the customer.

Local Area Network Support

LAN support includes the network itself as well as all the computer hardware equipment connected to the network and the Process and Environmental software and data backup.

Backup

• Daily tasks undertaken by the 1st level support as guided by 2nd level backup specialist.
• Daily Logs checked undertaken by the 1st level support.
• Monthly customer “health-checks” by the 2nd level backup specialist including review of guidelines and recommendations.
• Liaison with Business Application Systems product specialists and agree on data back up and restore requirements.

LAN, Telephony and Internet

• Daily call out, liaison and calls to external suppliers and Service Providers.
• Weekly tasks carried by 1st level support technician as guided by a network 2nd level specialist. Includes software updates, Internet sites filter updates, network intrusion management and other.
• Monthly customer “health-checks” by the 2nd level specialist including review of guidelines and recommendations.
• Managing or liaising the setting up of Firewall policies with the Firewall provider.

Email

• Daily call out (includes creating and deleting users) and
• Weekly tasks carried by 1st level support technician as guided by a Microsoft 2nd level specialist.
• Monthly customer “health-checks” by the Microsoft 2nd level specialist including review of guidelines and recommend improvements and setting up of policies.

Server, Desktop, Notebook and peripherals support

• Daily call out and
• Weekly tasks carried by 1st level support technician as guided by the relevant 2nd level specialist.
• The relevant 2nd level specialist (depending on the nature of the problem) to be called when necessary.
• 1st and 2nd levels IT support to attend to Business Application Systems’ hardware environmental requirements not in the product supplier’s specialist domain.
• Management of software CD’s and DVDs.
• Assist with hardware installation and repairs.
• This field of support include Operating Systems updates, as well as virus, spasm and spyware updates, password updates, loading and reloading of operating systems software, systems connectivity, disk defragmentation and clean up, user training and other required by the hardware and environmental software.

Server Room

• Maintain the server room and cabling tidy including electrical wiring.

Remote Access

• Manage and implement authorized users’ remote access to the network according to customer’s policies.
• Remote support speeds up support once but it is not advisable before the Network is secure following the recommendations from the proposed audit report.
• Remote support management and granting of access authorization to other suppliers.
• The access to the network must be managed by one entity and in line with policies and ensure that thirds parties observe customer’ policies.
• Management of remote access to 3rd parties during the period of need if the need is not a constant.

Wide Area Network

• 1st level support to liaise with the internal or external service providers, place calls for service and follow up repairs to satisfactory conclusion with a sense of urgency.
• 2nd level network specialist to review internal and outsourced network configuration and adherence to the network security policies or alternative secure option.
• 2nd level network specialist to manage access to Local Area Network.

Business Application Systems

• Business Application Systems are supported by specialists trained by software manufacturers, a skill that is not part of the generic standard IP based networking and Microsoft environmental software.
• Business Applications - (Customer to liaise with product suppliers on business functionality and myiQ to liaise on technical matters)
• Daily tasks carried out by the customer. Includes create and delete of users as approved by the business system owner.
• Product specialist to visit customer every quarter to perform a “health-check” which details are to be agreed
• Product specialist to provide training to users.
• Product specialist to liaise with Backup 2nd level specialist on data back up requirements.
• Product specialist to implement system upgrades when released and agreed to be implemented.
• Product specialist to liaise with 1st and 2nd levels IT support to attend to hardware environmental requirements not in the supplier’s specialist domain.

Intranet & Extranet

• Daily call out and weekly tasks carried by 1st level support technician as guided by a product 2nd level specialist. Includes create and delete of users as approved by the business system owner.
• Quarterly customer “health-checks” by the product 2nd level specialist including review of guidelines and recommend improvements. Liaise with Backup 2nd level specialist on data back up requirements.

Engineering and support

• All installations are supported by qualified staff from network design to integration, operation, management, equipment procurement, leasing, training and so on.
• Before designing and delivering solutions we discuss with our customer the business requirements so that the final result is a business solution that satisfies the business needs of our customers.

IT Security

• We offer security audits for networks and auditable security controls to IT management processes as well as Internet security, desktop, Anti-Virus, Anti-Spasm and other.

Network Monitoring

• Our customers are supported by a monitoring centre 24 hours a day everyday of the year and the customers are given access to their network segment from our management system. Besides that, customers may employ their own monitoring systems is so wish.

Procurement

• To the non-technologies minded customers, myiQ manages the process of procurement, on behalf of customers, analysing and presenting pros and cons of different offerings against specific requirements defined and agreed by customers. Every supplier has adequate solutions but not always the right fit for every customer requirement.

Project Management

• We project manage on behalf of customers from simple LAN’s to designing, building and installing entire IT infrastructures including server rooms and the required hardware and software.

WAN’s & LAN’s

• We install complete WAN’s and LAN’s (cabling and hardware) in South Africa some other countries in Africa including Office Software, Servers, Desktops, Notebooks, Printers, Scanners and a wide range of other equipment and software.