Stellar Systems offers a Managed Service Agreement (MSA) which allows for a fixed cost model to cover your businesses primary IT support requirements. An MSA agreement includes portal access, phone and remote access-based support with agreed response times, server monitoring as well as proactive network support and consulting services.
A full onsite audit process is performed to establish an exact pricing model tailored to your business and there is no cost or obligation attached to this discovery process. A list of services covered by the typical MSA is provided below, however we customise to suit your needs.
Friendly local team
Down to earth technicians ready to assist with your IT needs. We're trained to speak English, not computer!
Fast response
Your ability to work is our priority. We answer the phone and respond swiftly.
No bill shock
Your staff can call and not worry about large charges. Enable your staff to get back to work quickly.
Proactive tech support
Ensure that things are running well, before they cause problems.
Transparency++
Detailed notes, full history available online and access provided to the same systems we use.
Feature | |
---|---|
Server SupportWe are a Microsoft Partner and provide technical support services for Microsoft Windows. | Feature included in MSA |
Desktop SupportWe provide general helpdesk & technical support services for Microsoft Windows, Microsoft Office and all line of business desktop applications, on domain joined workstations and laptops devices. | Feature included in MSA |
Network SupportWhether you have multiple offices or work in the cloud, we provide technical support for local network, MPLS or VPN connections. | Feature included in MSA |
Server MonitoringWe produce an easy to read monthly health report that covers all the areas of server protection – backups, disk usage, anti-virus, power protection & patching. | Feature included in MSA |
Network DocumentationWe maintain detailed and up-to-date documentation of your IT infrastructure. Documentation is valuable since it enables us to deliver support services more efficiently, meaning we can fix your problems quickly. Read only access is available to key client personal if required. | Feature included in MSA |
PatchingWe install important Windows Updates, service packs and application patches on your server infrastructure. | Feature included in MSA |
Backup VerificationWe monitor successful completion and perform restoration testing of backups. | Feature included in MSA |
Device SupportWe provide technical support services for integration and business-related applications on two mobile devices (smart phones and tablets) per user. | Feature included in MSA |
Collaborative SupportWe offer a collaborative support service where we will work with your business software vendor to resolve issues. This simplifies technical support by giving your staff a single point-of-contact for all requests. | Feature included in MSA |
Emergency 24×7 SupportNormal business hours are Monday – Friday, 8.00am to 5.30pm excluding public holidays. Emergency support is available via our 24×7 support line and a call back will be arranged from a pool of on-call technicians. | Optional MSA feature |
On-Site SupportOur standard business hours are Monday through Friday, 8.00 am to 5.30 pm excluding public holidays. Our mobile technicians can attend client sites during this time to service any requests unable to be completed remotely. | Optional MSA feature |
Scheduled Site VisitsRegular attendance to client sites by a familiar technician. | Optional MSA feature |