SUPPORT AND MAINTENANCE APPROACH

 Utopia's "Maintenance Plan" is a one-stop-shop for IT support and maintenance for organisations of up to 100 staff. As a client you become a member of Utopia itself, and we will guide you forward in every aspect of your IT and e-business workings. We will inform you of new technologies as and when they arrive and research new ideas on your behalf.

For an all inclusive monthly fee our Maintenance Plan provides:

HELP DESK

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ACCESS TO INTERNET HELP DESK AND KNOWLEDGE BASE

Using our internet help desk, all support cases are clearly defined, monitored, logged and processed, whether you place a call over the phone, or on the web.

GUARANTEED MAXIMUM RESPONSE TIME OF 4/6 HOURS

We will be on site within 4 working hours for critical and 6 hours non-critical.

ACCOUNT MANAGER

Your Account Manager will work closely with you on all I.T. related matters. They will initially seek to understand exactly how your company operates and how I.T. fits into that operation. He/She will liaise with 3rd parties on your behalf and make sure that no stone is left unturned with the integrity of your system.

ACCOUNT ENGINEER

Maintenance Plan customers are assigned an experienced and professional engineer to work closely with the account manager on all support issues. Like the role of account manager, we find that having engineers dedicated to specific clients is the best way of pro-actively supporting our client base, whilst at the same time keeping our staff focused and highly motivated.

REMOTE SUPPORT

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This enables us to diagnose the large majority of problems very quickly by remotely connecting to any workstation or server in your enterprise. Time is not wasted with engineers travelling to sites to solve familiar issues.

PREVENTATIVE ENTERPRISE MANAGEMENT

PEM is Utopia's unique pro-active support strategy. We will visit you each month free of charge, for up to one day. A report is generated and then sent to you at the end of each month. PEM enables us to examine your system as a mechanism. It is utilised to keep all components running to full optimisation, and to prevent problems before they arise. Please reference PEM documentation.

MANAGED INVENTORY OF SOFTWARE, HARDWARE AND LICENSING

UP TO DATE NETWORK REPORTS AND DIAGRAMS