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Cybershed Total Care Package 

  • A fully Managed IT Helpdesk providing point of contact for users and an automated ticketing system. Call stats and other information can be reported to Management on request. Dedicated support email: help@cybershed.net

 

  • We will visit each site covered under the agreement at least once per week for maintenance and support

 

  • Our SLA on all support calls is as follows: 

      1 Hour initial response guaranteed. Incident resolution within 2 - 3 hrs (depending on the

       severity of the problem and if third parties are involved) If we need to travel to site to resolve an

       issue we will attend site within 2 hours or sooner if possible

 

  • Liaising and working with 3rd party service providers to the customer to resolve issues

 

  • A Remote Support Service providing quick resolution and troubleshooting

 

  • Onsite Setup of new users and the IT equipment required to do their job

 

  • Microsoft Office 365 Support and Management

 

  • Server monitoring, patching and support

 

  • Support for all Wired and Wireless networks

 

  • Configuration and management of all existing Routers, Switches, Firewalls and Controllers

 

  • Software/Network configuration support of Printers and Photocopiers. Where there is a 3rd party contract on these devices we will work with the supplier

 

  • Secure storage of all customer IT estate configurations, passwords, and device details.