Support Management Services
From reactive advice and guidance to comprehensive proactive support for IT infrastructure, applications, databases and networks — 24/7/365.
A service desk as a single point of contact helps manage queries, requests and support issues, acts as the interface to other IT services, and escalates problems to technical specialists. Businesses benefit from improved staff productivity and satisfaction, reduced cost, and an IT team free to focus on business initiatives.
We offer standard and customer-defined SLAs that include 24/7/365 monitoring, supported onsite, offsite or remotely — backed by NETCORE’s 20-year experience and partnership status with IBM, Oracle and Microsoft.
Application Support
Monitoring and support of third-party products, enterprise applications and packaged applications such as SAP, Infor, SharePoint and WebSphere — plus custom application support and management for J2EE and .NET applications.
Systems Support
Monitoring, batch scheduling, inventory management, software distribution, system administration, backup and recovery, and capacity planning for operating systems, storage and web servers.
Database Support
Monitoring, analysis and tuning that improve database performance and competitive advantage — delivered remotely by an experienced team providing preventative maintenance and issue resolution.
Network Management Support
Improve network availability, reliability, scalability and security while reducing maintenance costs. We support all network devices, including load-balancing systems, SSL traffic accelerators, firewalls, routers and switches — proactively and preventatively.
Desktop Management Support
Support in the event of failure, plus proactive packages that prevent the majority of problems from occurring. Onsite, offsite and remote support for desktop management, inventory, imaging, service desk and administration through a single management interface.
All support services are backed by ITIL methodology. Our service desk offers:
- 24/7/365 monitoring and support
- Incidents logged and tracked online, with solutions recorded via a web management system
- SLAs based on criticality for initial response and resolution
- Managed transition from your current support provider
- Adherence to your change procedures
- Flexible support packages