Services Professional Services

Network Support Services

Computrad offers the following support services for their clients.

If you buy a product solution from Computrad then you have the following options which can be mixed and matched.

Break-Fix Maintenance contract
Corporate Managed Services
Professional Support Services Tickets
Active Monitoring
Service Level Agreements

Break-Fix Maintenance Contracts

Computrad’s Break Fix Maintenance contract is a simple hardware replacement contract if your hardware equipment fails. Its simple to take out and easy to use. It lists the Service Level Agreement (SLA) and resources available should the customer appliance becomes faulty and needs replacement. This is sold as 4 different levels ranging from Bronze to Platinum:

Bronze – Software update entitlement, 8 working hours, next working day business day replacement without engineer, Mon – Fri, 9am-5pm
Silver – Software update entitlement, 8 working hours, next working day replacement with engineer, Mon – Fri, 9am – 5pm
Gold – Software update entitlement, 4 working hours, same day replacement with engineer,
Mon – Fri, 9am – 5pm
Platinum – Software update entitlement, 4 working hours, same day replacement with engineer, 24 hours a day, 7 days a week, 365 days a year.

Corporate Managed Services

Corporate Managed services is the relevant category Break Fix Maintenance + the Appropriate Level (Bronze, Silver, Gold and Platinum) with remote configuration/troubleshooting/support on the relevant units. This allows the customer to also request remote configuration and troubleshooting request on that appliance.

Bronze – Same as Break Fix Bronze Level +
4hr SLA on configuration / troubleshooting / support request
Silver – Same as Break Fix Silver Level +
4hr SLA on configuration / troubleshooting / support request
Gold – Same as Break Fix Gold Level +
2hr SLA on configuration / troubleshooting / support request
Platinum – Same as Break Fix Platinum Level +
2hr SLA on configuration / troubleshooting / support request

Active Monitoring

Our Active Monitoring Service is a proactive method of alerting you to network issues before they occur and thus enables faster resolution and enables identification of issues evenbefore they impact your network in a major way.

The Active Monitoring Service provides an proactive support for your network infrastructure which in turn enables stability and high availability of your network and mission critical business applications.

The service is delivered using our bespoke ENM network management software which enables monitoring of any devices you wish, without committing to buying your own network management solution.

Why do I need Active Monitoring?

Why does an organisation have to spend a fortune on network management software and tools and then spend time on training and and then managing this software. Organisations often have a variety of monitoring software to get vendor specific information and data but sometimes they need a more global view across their multi-vendor network environment. Time and resources and also skill levels make monitoring internally prohibitive. So what tends to occur is that the existing in house toolsand utility software are used for trouble-shooting post-event rather than proactively being used. Computrad’s Active Monitoring Service prevents this from happening and offers a fast Return on Investment.

Professional Support Services Tickets

Computrad Professional Support Services Tickets are a packaged support product which allow you to purchase pre-paid quantities of support time to top up your break-fix maintenance.

They can be utilised for issues and incidents that are not covered by our standard Break-Fix Maintenance contracts and they can be called off any time when required.

Professional Support Services Tickets provide an additional level of support for those unforeseen events when expert knowledge is required and needed.

Professional Support Services Tickets can be used for all of remote, telephone based and on-site engineering, allowing you the ability to have engineering resource and consultants for ad hoc incidents. The tickets give an additional level of resource to the standard and reactive Break-Fix Maintenance contracts and all of this is achievable without the commitment of entering into a fully Managed Service Support Contract.

Why would I need Professional Support Services Tickets?

Sometimes organisations need external advice to talk about implementing a new project such as a software deployment, implement new configuration, or are under staffed or under resourced.

Professional Support Services Tickets also allow access to highly skilled technical consultants without the need to be continually raising Purchase Orders or be delayed in getting the PO or budget approved. You get your engineer when and where you need it.

Service Level Agreements

Computrad’s historical background is in supporting the largest military networks on the planet - The US Military. So one thing you can rely on is our experience and understanding of supporting mission critical systems 24/7, and for us to be responding anything but immediately is just not an option. Our Service Level Agreements are able to reflect this methodology.

Computrad are proud to be able to offer an industry leading ‘Service Level Agreement’ (SLA), with the highest service providing a 10-minute response on all alerts.

Your standard SLA will provide:

Up to 24/7 technical support for all clients with option of one dedicated technical resource allocated to your account.
Ability to provide multiple and active parallel proactively monitoring network operation centres (NOCs) - engineers located globally to provide responsiveness and effective redundant and resilient monitoring
Problem notification to the client within a short a time as 30 minutes with relevant escalation procedures.
For high-availability (HA) networks there are two levels of emergency hardware replacement:
- Hot Swap - every device in your network will have an identically pre-configured device waiting on stand by at your local facility. In the event of failure our engineers will swap devices within 120 minutes. With highly redundant N+1 fail-over architectures this gives the highest level of protection against unscheduled downtime.
- Cold Swap - Computrad will hold an equivalent device on your behalf at a site convenient to your relevant location and at the point of failure will then configure it to the correct and same specification as your failed device and then facilitate swap-out.
Online Support Portal where tickets can be raised and live updates and status can be viewed.
All configuration changes within 4 hours, but in practice you are typically looking at 30-60 minutes.

Customer Issues

Do you have the Following Issues on your Networks ?

Solutions

Computrad offers the following solutions focused on Application Optimisation, Security and Virtualisation

Services

Computrad offers the full range of services around our specialised and focused niches.

Contact

Tel: +44 (0)208 997 9888
Email: sales@computrad.co.uk

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