The Customer has
a dozen or so users using laptops and PCs. They have two servers, email
is via an ISP, and their website is hosted by the same. They use a
router and firewall for protection and backup both servers to tape.
Working from home and remote access is permitted for some users.
A
customer visit and subsequent discussion yields a commitment to support
the network and provide technical support as and when the need arises.
A retainer type contract is setup to provide telephone, remote maintenace
and configuration, and remote user support. Any on-site work for improvements,
upgrades, installations or configurations involving new software or
equipment would be outside the retainer crtieria and incur a cost.
Email or telephone from a designated
customer contact
8 telephone (with remote assistance) calls per month
Workstation
Operating System, resourse, network and email access issues, (with
basic application support)
Remote configuration of servers, firewall,
tape backup via designated customer contact
Remote monitioring of server,
virus software, firewall and backup
Remote configuration of server,
virus sotware, firewall and backup
Remote housekeeping and updates
on servers, firewall, virus software, and LAN etc.
