REMOTE SUPPORT

  • Let Agile Tech Support monitor your systems remotely – saving you time and money through preventative maintenance and rapid response to most problems;
  • Cloud based monitoring technology used by 400 large enterprises and 300,000 individuals globally – managed locally by Agile Tech Support.
  • One low monthly subscription fee – No setup costs, no contract.
  • Allows you to lodge remote support tickets MON – SAT, 9am – 7pm. Tickets will be responded to ASAP;

Pulseway-request-support

  • Available for Windows, Mac & Linux end-points;
  • Automated data-logging allows for fast, remote diagnosis and support;
  • Ability to lock stolen devices;
  • Security and privacy guaranteed by Agile Tech Support and supported by NSW Fair Trading legislation and Federal Government privacy legislation;

SERVICE LEVEL AGREEMENTS

Remote support packages are grouped into to the following SLA’s. Subscription fee’s are per device and all work is invoiced monthly, with payment terms net 7 days. If the problem cannot be solved remotely, standard call-out fees apply. However, remote diagnosis and data-logging will usually ensure fast repairs;

Agile Help-Desk:

A simple, lightweight add-on to your end-point machines, Agile Help Desk provides basic support features without any changes to your existing desktop.

  • Basic workstation hardware and software performance, security and stability monitoring in real time;
  • Preventative maintenance notifications automatically generated and handled by Agile Tech Support;
  • Platform software patch-management;
  • Support ticketing system;
  • Remote desktop sessions;

Agile Sys-Admin:

Everything from the Agile Help-Desk SLA, plus:

  • Full workstation / server management & documentation;
    • Secure, 24×7 web access for both the technician and the client;
    • Full transparency regarding the service history for each machine;
    • Secure credential storage;
    • Client-access to relevant technical documents;
  • Full workstation / server security:
    • Intrusion protection;
    • Intrusion detection and response;
    • Application software patch-management;
    • Application software behaviour shield;
  • Managed off-site disaster-recovery backups;
  • Instant notifications to critical alerts;
  • Monthly executive reports;
  • Monthly, scheduled on-site ICT health-check:
    • Hardware inspection;
    • Air-dust clean;
    • 30 minute face-to-face ICT consult;
  • Conforms to Australian Signals Directorate (ASD) security guidelines;
  1. Desktop machines must be powered on 24×7 to and have full Internet access to be eligible for this SLA. Sleep / Suspend / Hybernate options will be disabled.
  2. Laptop / notebook / tablet / 2-in-1 machines are eligible but may not receive the same service level if not powered-on frequently;
  3. On-site ICT health-check available for customers with 5+ SLA machines per site.

 

Agile Net-Protect:

Everything from the Agile Sys-Admin SLA, plus:

  • Security:
    • Application white-listing
    • Web filtering & black-listing
  • 24x7x365 access to the Pulseway Network Operations Centre for:
    • Triage, troubleshooting & resolution of alerts;
    • Technical help desk;
    • Server administration;
  • Unified Communications:
    • Manage all your voice, MMS, instant messaging (IM), fax, email, video-conferencing and collaboration tools from a single platform using a single vendor;
  • Desktop performance enhancement:
    • Specialised endpoint agent;
    • Enhances User Experience (UX) by monitoring and managing the human-computer interface;
  • Single Sign-On:
    • Sign on to all devices and applications with the same credentials;
    • Automatic user authentication and authorisation;

SLA Pricing

Plan Name Workstations Servers Tickets
Agile Help-Desk $10 / month $30 / month  $25 each
 Agile Sys-Admin Coming in 2018 Coming in 2018  Coming in 2018
 Agile Net-Protect Coming in 2019 Coming in 2019  Coming in 2019

Note: The SLA pricing only covers management and maintenance of your on-premise end-point infrastructure. Any support tickets lodged, regarding cloud infrastructure or general ICT consulting, will be priced at the standard labour rate; These labour charges can then be added to the monthly SLA invoice, for convenience;