Amicom Service Desk

Ideal for people who want total, IT Support. Everything covered no extra bills.

Amicom Service Desk goes beyond the traditional Help desk - it is a fully managed Service Desk offering proactive support delivered by Microsoft Certified IT Professionals. Our team of dedicated engineers, account managers and administrative staff provide a comprehensive Service Desk solution that goes beyond the technical, delivering real time and proactive monitoring, monthly reporting, guaranteed and regular housekeeping visits from our team of experienced engineers and on going help to configure your IT infrastructure as your business needs change and develop.

Unlimited onsite and remote support using our custom software we will monitor your systems 24/7, identifying problems before they because a service affecting issue. Contacting our Service Desk couldn't be easier - either email or call. Site visits are included where faults cannot be resolved remotely.


Amicom Servicedesk features at a glance:

  • Unlimited remote support
  • Access to a team of highly skilled and Microsoft Certified IT Professionals
  • Site visits available where faults cannot be resolved remotely
  • Proactive network management
  • Inclusive scheduled housekeeping site visits
  • System Monitoring
  • Software Support
  • Pre-Existing Issues Covered
  • Monthly Reporting



Amicom Servicedesk features in full:
Remote Support:
Unlimited remote support. All supported machines will have our customised remote access software, which also proactively monitors the host computer for problems. This allows our engineers to connect to the problematic desktop or server, and fix it without having to visit your office.

SLAs:
15 minute response to support requests

4 hour resolution target to support requests

8 hour onsite target when faults and configurations cannot be managed remotely
Site Visits:
Site visits included where faults cannot be resolved remotely.
Proactive Management:
Subject to our Fair usage Policy this covers configuration management of the following:

  • Printers
  • Login Scrips
  • Users
  • Groups
  • Distribution Lists
  • Security Groups
  • Internet Security
  • Anti Virus
  • All standard Windows Domain Features & Roles


Housekeeping Visits:
An engineer onsite at your office for half a day every month specifically dedicated to network-housekeeping activities. This can be used to clear up any minor issues or changes that you require. If you have no current issues the engineer will follow a schedule of general system maintenance including the following:

  • System Defragmentation
  • Disk Clean Up
  • System Patches
  • Required Updates

System Monitoring:
Proactive monitoring of the hardware and operating system allowing us to pre-empt and prevent problems, meaning greater uptime and increased productivity. Our monitoring software automatically generates event to a central database to instantly log errors and alert our system engineers.
Standardised monitoring of the following:

  • Event Log Critical Errors
  • Anti-Virus Updates and Services
  • Backups
  • Disk Space
  • CPU Usage
  • Memory Usage
  • Network Usage
  • Hardware Changes
  • Licenses
  • Exchange Monitoring

Software Support:
Software troubleshooting for standard Microsoft products. This includes availability and connectivity of the following:

  • Microsoft Server products
  • Microsoft Desktop Operating Systems
  • Microsoft Office Suite

Excludes user training and advanced configuration.

Third Party Applications:
Time saving third party software application support. Use this in conjunction with your external software support agreements to remove yourself as the middle man when issues arrive.
Exclude the blame culture by having Amicom liaise directly with your third party providers ensuring speedy troubleshooting and resolution of software issues.

Project Work - UK Mainland Only
As a contract client you will be entitled to preferential project work rates. The following items are classed as project work:

  • Company-wide Policy Changes
  • Installation and coniguration of non-standard features
  • Server replacement
  • Network Printers/Scanners/Fax
  • Office Moves
  • Advanced configuration of software e.g. Sharepoint set up
  • Architechture rediesign (e.g. routing changes, domain changes, migrations)
  • Auditing & PCI Compliance
  • Disaster Recovery planning
  • Penetration testing

Peripheral Devices:
All standard network equipment covered for troubleshooting, configuration and availability including Printer, Scanner, Access Point, UPS, back up device. Separate cover is available for the following items:

  • VPN installation/Maintenance
  • Back Up (remote or local management)
  • Router
  • Advanced Firewalls
  • Heavy Duty Multifunction Copiers (Printer / Scanner / Photocopier all in one)

Excludes hardware parts.
Pre-Existing Issues
Amicom will support pre-existing issues with your network subject to our Fair Usage Policy.

Monthly Reporting
Please Note: Fair use polucy applies to onsite visits



We operate strict target SLAs in order to give the best service to our customers:

  • 15 minute response to all support requests (within office hours)
  • 4 hour resolution target to support requests (within office hours)
  • 8 hour onsite target when faults are identified as non-repairable remotely



Our pricing is based on a simple and attractive single cost per device:

  • £18 per workstation (PC/laptop) per month
  • £120 per server per month
  • £4.50 per mobile device per month (iPhone, HTC, Blackberry etc)

Other equipment such as your router, managed switches, and your firewall can be covered under this service level. Please tell us your requirements