Introducing the Network Technical Assistance Agreement (NTAA) Firms with large networks require internal or external professional support and with many companies a combination of both is preferable. The effect of having a network server down is incalculable, as, without competent network support, every staff member may be sitting idle for days.
The NTAA typically serves companies with networks that require a relatively predictable level of engineer support time. Support time is prepaid at a heavily discounted hourly rate, and an annual audit fee covers the client for standard phone support, annual server overhauls and complete system documentation.
The NTAA support agreement includes:
1. Comprehensive network documentation of PC's and Fileserver, complete with efficiency recommendations.
2. Comprehensive help desk facilities. An unlimited number of telephone calls can be made (up to fifteen minutes per call) to obtain rapid access to technically qualified and experienced engineers that can assist your staff with efficient problem resolution.
3. Prepaid engineer time block. By estimating the amount of engineer support time required by your firm for the coming year, you have access to substantially reduced hourly rates (at almost 1/3 of the non-contract call-out rate) and are guaranteed the provision of a qualified and trained engineer with the relevant experience to cater for your requirements. We would recommend that each 'engineer time block' include time for regular preventive maintenance, normally monthly.
Key features of the NTAA
1. Cost
CIOPS can provide you with a Novell CNE or Microsoft CP at an affordable hourly rate. Full network documentation allows faster resolution of problems on-site, via the help desk, or in the maintenance laboratory.
Benefits
- Substantially reduced hourly rate
- Fast resolution of problems
- Many problems resolved over the phone
- Network Resource Services.
2. Technical Backup
CIOPS can function as a reliable technical backup to your existing computer personnel when your resources become stretched, for example, when your people are on annual leave or sick leave. You effectively add all the technical resources of CIOPS to your organisation. New technologies can be researched and expertise provided in technical areas that require specialisation such as disaster recovery plans, fax gateways, remote access and internet connectivity. CIOPS also provides independent consulting services and has the necessary skills and experience to objectively implement recommendations. When you require additional services such as auditing, rightsizing, upgrading and relocating, CIOPS can provide the assistance you need.
Benefits
- Access to specialists' skills
- Reduced pressure on resources
- Reliable technical backup
- Specialized and diverse experience
- Increased overall technical expertise
- Reduced in-house staff workload.
3. Information on Multi-Vendor Network Sites
CIOPS has been installing and maintaining PC networks in Queensland since the start of the 'nineties'. CIOPS is in the unique position of having comprehensive documentation procedures combined with extensive field experience.
CIOPS engineers have extensive experience in setting up and maintaining local and wide area networks. CIOPS has the expertise to address all network configuration issues including security, structure, documentation, auditing, planning and connectivity. CIOPS provides on-going technical assistance and is skilled at designing and implementing network solutions tailored to the specific requirements of individual customers.
CIOPS has on staff a strong team of engineers able to effectively and efficiently respond to your network issues.
Benefits
- Proven track record
- Comprehensive network documentation & equipment history records
- Close working relationship with clients
- Numerous highly skilled network engineers on staff.
4. Access to Professional Engineers
CIOPS specializes in installing a wide range of hardware, software and network products and is proficient at configuring a myriad of computer hardware and 'off-the-shelf' software packages saving you time and money. CIOPS is authorized and its engineers trained to install network systems including Novell and Windows NT. CIOPS engineers have experience installing and integrating many types and brands of quality computer components and successful operation is guaranteed.
All CIOPS support staff are fully qualified professional engineers and undergo comprehensive in-house training in addition to their years of tertiary education. They have the experience necessary to track and rectify problems quickly and with a minimum of fuss. CIOPS engineers routinely work in complex multi-vendor environments and explain technical issues in simple everyday language.
The combined skills and experience of CIOPS personnel is also available to clients as a Knowlwdge Management Assessment team charged with the responsibility of recommending appropriate information technology infra-structure considerations to match your corporate business plan over a three to five year period. ('Higher Level' and/or 'Specialist Engineer' services are not provided under the standard contract hourly rate but are billed additionally at a daily rate comensurate with the length of the project and the skill/experience level required.)
Benefits
- Reduced staff inconvenience
- Access to specialists' skills
- Guaranteed service
- Cost effective solution
- Experienced professional computer engineers.
5. Telephone Support
At least one engineer is always rostered on during normal business hours to provide technical telephone support, thereby assuring you of immediate and professional assistance. The strong troubleshooting and interpersonal skills of a 'technical expert' who speaks your language will guide you through problems, assisting you in resolving them quickly and efficiently. You can ask any computer related questions of the engineer you speak to, as you would if you had a full time Computer Engineer on staff, thereby effectively adding the technical resources of CIOPS to those of your own organization.
Benefits
- Technical experts on call
- Fast resolution of problems
- Professional backup service
- Support tailored to the level of skill of your staff.
6. Network Documentation
The policy of CIOPS is to maintain comprehensive equipment history records and full network documentation. In addition, engineer callouts are documented in detail which enables faster problem resolution and more effective maintenance planning. Comprehensive records facilitate effective telephone troubleshooting, preventive maintenance and equipment performance monitoring.
Benefits
- Immediate access to equipment history details
- Direct response
- Increased productivity
- Accurate diagnosis of problems
- Speed of problem solving increased
7. Fast Response
CIOPS has many Systems Engineers on staff with comprehensive PC network experience that enables problems to be fixed quickly. In addition to having an engineer on phone support who will be able to talk you through any problems immediately, all Systems Engineers carry mobile phones and can be contacted for an urgent response on specialist issues.
Benefits
- Fast response time
- Reduced downtime and time costs
- Reduced staff inconvenience
- Minimized downtime on all LAN's
- Guaranteed results.
