IT Support

IT Support refers to the assistance provided to users and organizations in resolving technical issues related to computers, software, networks, and other technology. This service includes troubleshooting problems, performing repairs, offering technical advice, and ensuring that all IT systems operate smoothly. Effective IT Support helps minimize downtime, improve productivity, and maintain the security of an organization’s technology infrastructure. By providing timely and reliable solutions, IT Support ensures that businesses can continue their operations without disruption and maximize the value of their technological investments.

IT Support is utilized by businesses of all sizes, from small startups to large enterprises, seeking to maintain and optimize their technology infrastructure. Organizations across various industries, including healthcare, finance, education, and retail, rely on IT support to address technical issues, ensure cybersecurity, and provide regular maintenance. Whether it’s troubleshooting problems, performing updates, or offering guidance, IT support is essential for any business aiming to operate efficiently in today’s tech-driven world.

Our IT support solutions cater to businesses of all sizes, offering a range of services tailored to meet your specific needs:

• Augmented Support: Supplements existing IT teams with specialized expertise and resources to enhance operational efficiency and address complex challenges.
• Backup Solutions: Safeguard your critical data with reliable backup solutions to mitigate the risk of data loss.
• Backups and Disaster Recovery: Safeguard critical data by creating redundant copies and implementing plans to swiftly restore systems in case of unexpected disruptions.
• Desktop Migration: Involves transferring user data, applications, and settings from one computer to another, ensuring seamless transition and minimal disruption.
• DevOps Third-Party Outsourcing: Streamlines software development and deployment processes by leveraging external expertise for continuous integration, delivery, and automation.
• Disaster Recovery: Prepare for unforeseen events with comprehensive disaster recovery solutions to minimise downtime and ensure business continuity.
• Email Support & Secure Configuration: Ensure efficient email communication while safeguarding against cyber threats through robust configuration settings.
• Fibre Connectivity: Provides high-speed, reliable internet access through fibre-optic cables, enhancing network performance and efficiency.
• Hardware and Software Supply: Involves sourcing and delivering essential IT equipment and programs to meet organizational needs.
• Holistic Maintenance: Keep your systems running smoothly with proactive maintenance and support services.
• Holistic Security: Protect your business from cyber threats with robust security measures tailored to your unique requirements.
• IT Maintenance: Involves regular upkeep and servicing of hardware, software, and systems to ensure optimal performance and reliability.
• Managed Support: Choose from our hourly managed support packages, offering personalised remote and on-site support, hardware consulting, installation, and repairs tailored to your specific needs.
• Network and Server Monitoring: Stay proactive with our comprehensive network and server monitoring services, detecting and resolving issues before they impact your business.
• New Recruit Setup: Involves configuring IT resources and access for newly hired employees to facilitate their onboarding process efficiently.
• Onsite Based Engineers: For high-availability sites or larger environments, our Onsite Based Engineers become your in-house IT department, providing on-demand support and leveraging over 120 years of collective IT knowledge.
• Other Support Options: In addition to our managed support offerings, we provide specialised support such as Onsite Based Engineers, Augmented Support, and DevOps Outsourcing, designed to address complex requirements and unique environments.
• Server Administration: Leave the complexities of server administration to us, as we optimise server performance and ensure smooth operations for your business-critical applications.
• Strategic Technology Planning: Align your technology investments with your business objectives for long-term success.
• vCIO Services: Benefit from our vCOI (virtual Chief Information Officer) services, where our experienced team provides strategic insights to align your IT initiatives with your company’s strategies and goals, accelerating your business growth.
• Vendor Management: Streamline your operations by letting us manage your technology vendors on your behalf.

Comprehensive IT Support:

We offer both onsite and offsite support, ensuring that our friendly and experienced technicians are always available to assist you, no matter where you are. Our proactive approach to IT support means we’re constantly monitoring your network to prevent issues before they occur and provide rapid resolution when needed.

At Teclogix, our mission is to ensure that your business technologies operate seamlessly, driving your operations forward. Our comprehensive IT support services go beyond mere maintenance to empower your business for success.

Here’s how our IT support solutions stand out:

• Holistic Approach: We don’t just maintain your systems; we oversee every aspect of your technology infrastructure. From monitoring and managing your systems to keeping them up to date, we’ve got you covered.
• Security Assurance: Protecting your business is our top priority. Our IT support services include robust security measures to safeguard your data and systems against cyber threats.
• Strategic Guidance: Leverage our expertise to make informed technology decisions. We provide strategic technology planning to align your IT investments with your business goals.
• Training and Support: Empower your teams with the knowledge and skills they need to maximise the value of your technology investments. Our IT helpdesk support includes ongoing training and support to ensure your teams are equipped to leverage technology effectively.
• Vendor Management: Simplify your operations by letting us handle vendor management on your behalf. We liaise with your technology vendors to ensure seamless integration and optimal performance.

We make IT easy for you by providing reliable, efficient, and secure IT support services. With a nationwide presence and a commitment to leveraging the best technology for your business, we stand by you every step of the way, ensuring that your data remains safe and your operations run smoothly.

An IT Support SLA (Service Level Agreement) is a formal document that outlines the specific services, performance standards, and responsibilities agreed upon between an IT support provider and a client. It details response times, resolution times, support availability, and the scope of services covered. An IT Support SLA ensures that businesses receive consistent, high-quality support, defining clear expectations and accountability. By setting measurable standards, an SLA helps maintain optimal IT performance, reduces downtime, and enhances customer satisfaction, providing a reliable framework for effective IT service management.

The digital world is constantly evolving, with frequent changes in both software and hardware. However, many people tend to overlook these updates. Let’s be honest, few people read the terms and conditions of software updates, and it’s likely that someone in your company doesn’t either. This lack of attention can lead to serious issues, such as data loss, system malfunctions, and connectivity problems. Essentially, everything that can go wrong might go wrong with just one click. Having an SLA (Service Level Agreement) with us is crucial because, as the digital landscape rapidly advances, new threats emerge daily. Our SLA ensures you stay protected and your systems run smoothly, safeguarding your business from potential risks.

IT Support SLAs specify response times, service quality, and performance standards, guaranteeing reliable support and minimizing downtime. By partnering with an IT support provider that offers comprehensive SLAs, businesses can enhance their operational efficiency, improve customer satisfaction, and maintain a competitive edge. Some of these betefits include:

• Cost Predictability
• Dedicated Monthly Support Hours
• Discounted Rates
• Priority Service
• Proactive Maintenance
• Regular Reporting
• Third-Party Support Management

Trustworthy IT support SLAs deliver peace of mind, knowing that expert assistance is always available to keep your technology running smoothly.

General Technical Services

• Asset Management: Keeping track of IT assets, including hardware and software inventory.
• Backup and Recovery Planning: Developing strategies for data backup and recovery in case of system failures or disasters.
• Collaboration Tools Integration: Integrating and configuring collaboration tools for improved team communication.
• Customized IT Solutions: Tailoring IT solutions to meet the unique needs and challenges of each client.
• Data Recovery: Recovering lost or deleted data from storage devices.
• Desktop Virtualization: Implementing virtual desktop infrastructure for efficient management and resource allocation.
• Email Configuration and Support: Assisting with email setup, configuration, and troubleshooting.
• Hardware Diagnostics: Running diagnostics on hardware components to identify and resolve issues.
• Hardware Procurement Assistance: Providing guidance on selecting and procuring hardware based on specific requirements.
• IT Policy Development: Assisting in the creation and implementation of IT policies for security and compliance.
• Performance Monitoring: Monitoring system performance to identify and address potential issues proactively.
• Remote Desktop Assistance: Providing remote assistance to users for problem resolution and technical support.
• Security Audits & IT Consultation & System Optimization: Evaluating and enhancing the overall security posture of the IT environment. Offering expert advice on IT infrastructure, software solutions, and technology upgrades. Fine-tuning systems for improved performance and efficiency.
• Software Licensing Management: Ensuring compliance with software licensing agreements and managing software licenses.
• Software Updates and Patch Management: Regularly updating and patching software to ensure optimal performance and security.
• User Training: Conducting training sessions for users to enhance their understanding of IT tools and systems.
• Virus and Malware Removal: Detecting and eliminating viruses, malware, and other security threats on computer systems.

Networking Services

• Cloud Networking Integration: Integrating on-premises networks with cloud-based services for a seamless and scalable infrastructure.
• DNS Management: Configuring and managing DNS (Domain Name System) services for efficient resolution of domain names to IP addresses.
• Firewall Configuration and Management: Setting up and managing firewalls to control and monitor incoming and outgoing network traffic.
• IDPS: IDPD (Intrusion Detection and Prevention Systems) implements systems to detect and prevent unauthorized access and potential security breaches.
• IPAM: IPAM (IP Address Management) manages and optimizing the allocation of IP addresses to devices on the network.
• Load Balancing Solutions: Distributing network traffic across multiple servers to prevent overloading and improve system reliability.
• Network Capacity Planning: Assessing current network usage and planning for future growth to ensure scalability.
• Network Design and Planning: Creating and planning customized network architectures tailored to the client’s specific needs and requirements.
• Network Disaster Recovery Planning: Developing strategies and protocols for network recovery in the event of a disaster or unexpected outage.
• Network Documentation and Mapping: Creating and maintaining comprehensive documentation and diagrams of the network infrastructure.
• Network Infrastructure Upgrades: Updating and enhancing existing network infrastructure for improved performance, scalability, and security.
• Network Monitoring and Management: Implementing tools and processes to monitor network performance, troubleshoot issues, and ensure overall health.
• Network Traffic Analysis: Analyzing patterns of network traffic to identify potential issues, security threats, or opportunities for optimization.
• Network Security Assessments: Conducting comprehensive assessments to identify vulnerabilities and implementing security measures to protect against cyber threats.
• Network Virtualization: Implementing virtual network solutions for enhanced flexibility and resource optimization.
• Remote Access Solutions: Providing secure and reliable remote access solutions for employees working outside the office.
• VPN Setup: Setting up secure VPN (Virtual Private Network) connections to enable remote access to the company’s network while maintaining data privacy and security.
• Wireless Network Planning and Implementation: Designing and deploying wireless networks for seamless connectivity within the organization.

Internet Solutions

• ADSL: ADSL (Asymmetric Digital Subscriber Line) provides high-speed internet connectivity using existing telephone lines.
• Bandwidth Management: Optimizing and managing the distribution of available bandwidth to prioritize critical applications and ensure a smooth online experience.
• Cloud-Based Internet Services: Leveraging cloud-based services for various internet-related functions, such as storage, collaboration tools, and applications.
• Content Filtering and Security: Deploying solutions to filter and monitor internet content, ensuring a secure and compliant online environment for users.
• Dedicated Internet Access: Providing businesses with dedicated internet connections to ensure consistent and reliable internet access for critical operations.
• Domain Name Registration: Assisting with the registration and management of domain names to establish a unique online identity.
• Email Hosting and Services: Offering email hosting solutions with features such as security, reliability, and collaboration tools.
• Fiber to Company and Home: Offering fiber-optic internet connections for both businesses and residential customers where possible, ensuring high-speed and reliable connectivity.
• Internet Performance Monitoring: Monitoring and analyzing internet performance to ensure optimal connectivity and address potential issues proactively.
• Internet Redundancy Solutions: Implementing redundant internet connections to ensure continuous internet access in the event of a primary connection failure.
• IoT Integration: Enabling connectivity for IoT (Internet of Things) devices to facilitate data exchange and communication over the internet.
• Network Security Audits: Conducting assessments to identify and address vulnerabilities on the internet-facing components of the network.
• UTM: UTM (Unified Threat Management) implements comprehensive security solutions to protect against various online threats, including malware, phishing, and hacking attempts.
• VoIP Solutions: VoIP (Voice over Internet Protocol) implements internet-based voice communication solutions to enhance communication and reduce traditional telephony costs.
• Web Hosting Services: Providing hosting solutions for websites and web applications to ensure reliable online presence.
• Wireless Internet: Implementing wireless internet solutions, such as Wi-Fi, for flexible and convenient connectivity within a specified range.

CCTV Installations

• Camera Selection and Configuration: Based on the site assessment, Teclogix assists clients in selecting the most suitable CCTV cameras for their needs. This includes choosing between different types of cameras (e.g., dome, bullet, PTZ) and configuring them for optimal performance.
• DVR/NVR Installation: Teclogix installs DVR (Digital Video Recorders) or NVR (Network Video Recorders) that serve as the central hub for storing and managing recorded footage. The installation includes configuring settings and ensuring connectivity with the CCTV cameras.
• Expansion and Upgrades: As the client’s security needs evolve, Teclogix can assist in expanding the CCTV system or upgrading existing components to keep pace with technological advancements and changing security requirements.
• Installation of Cameras: Teclogix technicians conduct the physical installation of CCTV cameras at strategic locations, ensuring complete coverage of the designated areas. This involves mounting the cameras securely and connecting them to the central surveillance system.
• Legal Compliance: Teclogix ensures that the CCTV installation complies with local privacy and legal regulations. This includes proper signage, respecting privacy boundaries, and adhering to any specific legal requirements related to surveillance.
• Maintenance and Support: Teclogix offers ongoing maintenance services to ensure the continued functionality of the CCTV system. This may involve periodic checks, software updates, and addressing any issues that may arise. Technical support is also provided for timely issue resolution.
• Remote Monitoring Setup: To enhance accessibility and convenience, Teclogix configures remote monitoring capabilities, allowing clients to view live camera feeds and recorded footage from any location using computers, smartphones, or other devices.
• Site Assessment: Teclogix initiates the process with a thorough site assessment to understand the layout, critical areas, and specific security needs of the client’s premises. This assessment helps in determining the strategic placement of cameras for optimal coverage.
• System Integration: Teclogix integrates the CCTV system with other security measures if applicable, such as access control systems, alarm systems, or building management systems, creating a unified security infrastructure.
• Training and User Education: Teclogix provides training to the client’s staff or designated individuals on how to operate and manage the CCTV system effectively. This includes understanding the user interface, accessing footage, and basic troubleshooting.
• Wiring and Cable Management: Proper wiring and cable management are crucial for the seamless operation of a CCTV system. Teclogix ensures that all cables are securely and discreetly installed to maintain the aesthetic and functional aspects of the property.

Teclogix stands out for IT support services due to its exceptional SLAs (Service Level Agreements) that guarantee superior performance and reliability. Our SLAs are meticulously designed to provide fast response times, minimized downtime, and robust solutions tailored to your business needs. With Teclogix, you can expect proactive monitoring, rapid issue resolution, and 24/7 support, ensuring your IT systems are always running smoothly. By prioritizing customer satisfaction and operational excellence, Teclogix delivers unparalleled IT support that drives efficiency and productivity. Choose Teclogix for dependable, high-quality IT support that makes a real difference.

The IT Support Subscription Agreement between Teclogix CC (The Company) the SLA (Service Level Agreement) client aims to deliver comprehensive IT support and associated services to the Customer for a fixed monthly cost and hours. Monthly invoices for the SLA will be issued, and payment is expected within 30 days.

SLA Support subscription includes (X) number of hours support per month, allowing maximum accumulation of 2x (X) number of hours support over two months. (Note: Current month’s support quota used before transferred hours. Unused onsite support hours expire after 2 months).

Our SLA support aligns with our business operating hours, but after-hours labor may be provided at additional fees. The IT support encompasses proactive maintenance and reactive support for existing equipment and software, excluding specific project work and hardware, which will be quoted separately. Proactive maintenance services include backup and data management, anti-virus protection, asset management, reporting, desktop management, printers and drivers, remote support, and guaranteed response times.

Server maintenance and backups are the customer’s responsibility unless explicitly included in the Schedule of Services.

The SLA is valid for one year, with quarterly reviews of prices. Either party can terminate the agreement with written notice. The SLA Client may terminate with one-month notice, subject to a cancellation fee. Outstanding amounts must be settled upon termination. The Company reserves the right to discontinue services in case of non-payment or breach.

We also offer computer hardware from top brands and a range of trusted business software, including Microsoft products, leading security software and custom installations of open-source software. Available on per quote bases. Contact us for more information about SLA quotes.