IT SERVICE DESK

aap3’s IT Service Desk is designed to optimise services on behalf of the business and oversee all IT functions. However, a Service Desk does more than just making sure IT services are being delivered; it manages the various lifecycles of systems used to provide critical information flow by utilising ITIL best practices.

Complete understanding of your issues and needs

RequestFullfilment

IncidentManagement

ProblemManagement

AccessManagement

EventManagement

Industry leading ITIL processes and procedures

Enterprise class tools and systems that are scalable to demand

Winning Key Performance Indicators and Service Level Agreements

Single point of contact for IT incidents and Service Requests.

Extensive Knowledge Base forrapid incident resolution.

Highly customisable serviceto meet even the most complexcustomer’s needs.

Highly scalable and responsiveservice to meet any demand eitherpredicted or otherwise.

Reduce IT support costs and increase return on investments.

Easy to deploy and use with noneed to deploy any complex hardwareor software.

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IT SERVICES

www.aap3.com/itsd

BRONZE SILVER GOLD

Price per user per month

Set up fee

Minimum term

(Discounts apply for longer terms)

SUPPORT SCOPE

Levels of Support Level 1 and Level 2 Level 1 and Level 2 Level 1 and Level 2

Hours of Cover 08:00-18:00 08:00-18:00 08:00-18:00

Reaction time Critical = 8hrs Major = 8hrs

Medium = 10hrsMinor = 24hrs

Service Request = 40hrs

90% Resolved within SLA

Critical = 4hrs Major = 8hrs

Medium = 10hrsMinor = 24hrs

Service Request = 40hrs

Critical = 4hrs Major = 8hrs

Medium = 10hrsMinor = 24hrs

Service Request = 40hrs

HARDWARE AND SOFTWARE SCOPE

All PC and all Laptop manufacturers ● ● ●All supported windows, OSX ● ● ●All mobile and all tablets ● ●Android and IOS ● ●HP, IBM, DELL, Supermicro Servers ● ●OS Support for Windows OS, Unix, Linux, Solaris, OSX ● ●Virtual Infrastructure (Vmware, Hyper-V, Xen) ● ●Redhat/Centos, Ubuntu/Debian ●MONITORING

Monitoring of PC & Server OS ● ● ●SOFTWARE SCOPE

Application support ● ● ●Software packaging and distribution ●REPORTING

Automated monthly Service Summary Report ● ● ●Automated quarterly Service Summary Report ● ●Customised annual Continual Service Improvement Report ●SITE VISITS

Site Visits for IMAC per working day £313 £313 £313

IT Director per working day £800 £800 £800

EXTENDED SUPPORT HOURS

24 / 7 / 365 Support cover POA POA POA

12 months 12 months 12 months

POA POA POA

POA POA POA

90% Resolved within SLA 90% Resolved within SLA

IT SERVICE DESK PACKAGES