Introduction

We have two levels of managed service IT provision at J&J Systems; Premium & Premium Plus contracts.

Our Premium contracts provide a comprehensive approach to smaller businesses for all their machines and networks.  Premium Plus is a service suited to larger businesses with more in depth requirements and business IT projects and benefit from a simple retainer based fee which covers all aspects of their IT support.

Premium Maintenance Contracts

This service is designed to offer clients a good level of basic security for a monthly fee and is based on the number of devices within the business.  This is far more than an insurance policy and includes hardware support plus Microsoft Operating Systems and Microsoft Office products.  It does however, exclude items such as Skype & Project and does not include non Microsoft software issues, which we are happy to tackle, but we do charge for them.

The Premium contract incorporates installation of security patches to Microsoft operating systems and Office products – this is usually carried out overnight and to facilitate this we recommend clients restart their workstations before leaving for the night, leaving the machine on and only switching the monitor off.

Servers are normally maintained and updated over weekends or out of normal business hours wherever possible to minimise downtime.  We regularly work later on a Thursday evening to accommodate frustrating support issues that require an engineer to work on items out of hours minimising disruption to your business.

What’s included?

Our contract includes unlimited callouts in the event of hardware, operating system or MS Office issues.  Please note that physical replacement cost of hardware is not included under this cover, but support for both remote & telephone support in addition to the onsite time is included.  We will also cover peripherals such as printers, routers and switches, including issues with periphery problems, drivers and so on.  Like the servers & client machines, these are priced at a cost per device.

Machines which suffer hardware issues, such as a hard drive failure.  This would be reinstalled with your business being charged for the replacement hard drive, not the reinstallation & setup on your systems.

Our Premium support plan provides your business with monitored systems and health checks carried out on your machines.  Additionally regular ‘hands on’ site visits, virus repair and virus software updates are standard procedure.

Also with our Premium contract comes access to our specially designed Support Incident Database & ability to monitor your business’ issues and status of incidents.  We can also provide Asset Management listings of all machines and hardware covered.  Integrated within this system is a Holiday management system for your staff, available inclusive within your contract.

Our Premium Maintenance includes Disaster Recovery (DR) to a significant level wherever possible.  We have a specifically designed room at our fully refurbished office to accommodate up to six staff should a disaster occur such as fire, flood, loss of Internet or power failure.  The office has dedicated PCs and for many clients who have Servers supplied by ourselves we can replicate data, allowing us to simply ‘turn on’ their Virtual Server in our offices and allow clients to work in the Disaster Room on our PCs.  This facility is included free of charge within our Premium Contracts.

Regular maintenance which we undertake includes;

• Access to our Support Desk offering help on Microsoft Operating and Microsoft Office products
• Office 365 Management
• Ensuring Anti-Virus & Malware software is up to date on a regular basis.
• Monitoring live AV issues and talking to users about usage patterns
• Actively ensuring Windows is up to date on a regular basis
• Offering advice on restricting user rights to data segments
• Advising on encrypted drives for mobile devices, including smart phones, tablets and laptops
• Offering advice & actively helping clients to restrict access to company data to only company owned devices – ensuring secure connections and reducing access by insecure devices, home machines and personal devices.
• If we provide the Internet connection we will offer to separate the Wi-Fi connections from the internal network reducing opportunity for hackers.
• Daily checks of Server backups, documented restoration of files for disaster recovery review.
• FREE regular PCI scans for Servers on our Internet connections – to ensure that the network is safe from outside attack, PCI compliance is a requirement from many banks and insurance companies.
• FREE Cyber Awareness training – for all your staff to highlight & identify malicious items, what they look like & how to avoid them
• FREE Productivity training – showing your staff how to use tools effectively, improving their efficiency.