When you choose a CF Systems Managed Service, you get your own fully managed IT Department, so if you can’t print, your email stops working, or you just need advice, we are just a phone call away.
Our trained and experience support desk staff are ready and willing to help solve YOUR problem.

Please see a sample Managed Service Agreement below.

Gold Cover:

Service schedule:

1 Peripherals cover:
Connectivity of all agreed and specified peripherals is included in our Managed Service Agreement. This includes printers, scanners, PDA’s etc. (All new peripherals must be approved prior to connection to ensure compatibility and reliability, and to minimise any future disruption to your business)

2 Telephone support :
We are, in effect, your I.T. department; ring us about your computer network issues.
 You can:

• Report problems
• Ask questions
• Check the status of requests or of any part of your computer network.
• Request the escalation of an existing request / incident.

3 Remote support: - Priority response;

Using State of the art Remote Support Software, we will connect to your Server / PC and attempt to resolve the problem.
If the problem cannot be resolved remotely, the problem will be dealt with on site.

4 Site visits: - Priority response;

If we are unable to resolve the problem remotely we send a qualified engineer.
We will arrange the earliest convenient time for an engineer to call.
You will be updated as to the status of your requests via email, if you have selected / requested this feature.
Wherever possible, we will try to send the same engineer to your site. This will both expedite repairs due to the engineer’s knowledge of your business and enhance the association and understanding between our companies.

5: Hardware Breakdown Support: - Priority Response;

We will resolve your hardware issues as quickly as possible. If however a component part has failed, we will inform you of the options and any costs involved at that time and obtain your approval to replace any parts as required. The replacement component, PC or Server then continues to be supported through the Support contract.

6 Remote Monitoring of Servers
Pro-activity is the key to a stable network environment!
Regular scheduled monitoring of servers and preventative maintenance to minimise downtime.
This includes:

• Checking disk space issues
• Ongoing Anti-Virus audits, and ensuring the latest definitions are loaded
• Event log checking to pre-empt possible future failures.
• Maintaining Security Patches and Updates
• Identifying potential hardware faults
• Continual Network Communication Streamlining
• User account management
• Full Hardware Inventory across the connected network
• Full software Inventory Per Network Connected PC
• Software and hardware history comparison checks
• Full Software and Hardware Change Alerting
• Fully automated Server Event checking
• Your Server will be configured to email us in the event of a pre-defined or critical error occurring.
• We may often tell you an event has occurred before it interrupts your daily routine.

Keeping up to date;
7 Regular scheduled bi-monthly meetings (2 hours FOC) to discuss….

• Your current I.T. infrastructure.
• Your future requirements.
• Planning your I.T. budget
• Ensuring that the current agreements continue to meet agreed requirements for all parties
• Ensuring that we are providing you with the best possible service, and the facilities that YOU require.

8 Resolution of operational tasks and issues including.....

• Applying bug fixes
• patching
• windows updates
• user account  maintenance
• password policy implementation
• data restoration support
• Etc etc…

The list is extensive! Obviously you cannot afford to carry out these time consuming and irritating tasks. We will.
The whole principal of remote monitoring is to provide scheduled check-ups to your system to prevent future problems and costly down time. This is all carried out without any interference to the running of your business. This goes a long way to ensuring that if things do go wrong that we can provide fast response and fix times.

9 Routers / Firewalls
In general Routers and Firewalls, which are the main gateway for internet access for your network, are reliable and stable components acting as UTM (Universal Threat Management) systems encompassing Intrusion Detection & Prevention. However the service provision of broadband is often affected by line faults or minor alterations at local exchanges which is out of our control. This can be labour intensive when liaising with various providers and facilitators and cause loss of internet access for extended periods until a definitive response is received.

Router / Firewall cover will include remote access troubleshooting labour costs, (site visit labour costs, Gold Cover), and liaison with line providers to establish line faults and arrange line testing. As your I.T. department we will liaise with your service provider and do all we can to effect  a restored service as quickly as possible, (it must be noted however that service providers may wish to send one of their engineers on site and can levy a charge for this at their discretion. We will inform you prior to any proposed visit to discuss any potential costs to you). Should it be decided that the router needs to be removed for testing or returned to the manufacturer under any warrantee, a temporary loan router will be put in place for a maximum period of four weeks, to enable continued internet access (providing the service is not due to a line fault and unavailable). Should the original unit not be covered by warrantee or found to be not fit for service it will fall under the terms of section 5 above.

What’s Not Covered?
It is equally important for you to know the main aspects not covered under the Managed Service Agreement, (MSA) to avoid any nasty surprises.

• Any network, PCs, laptops or other peripheral equipment or hardware which are not included in the agreement and not on the inventory.
• The cost, including labour, of any new or additional hardware or peripherals added to the network including necessary upgrades where agreed. (Support costs to be calculated pro rata for current contract cover of additional PCs, laptops or Servers).
• Cost of repair or replacement, of equipment due to circumstances beyond anyone’s control such as act of God, unauthorised software, or hardware adversely affecting the network environment.
• Cost of repair or replacement, due to a failure to comply with the terms of this agreement.
• Servicing or maintenance of Printers or PDA’s, (this is a manufacturer’s responsibility).

How will you know that we are doing our job, if you don’t see us, and our work does not disturb you?
We will provide you with;

• Server uptime / error report.
• Server Resource Statistics report
• Software Change report per PC / Server, if the event has occurred.

Incident report sheet, listing the number of user incidents reported, closed or outstanding.

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