Systems Support (Helpdesk)

Our MIT practice maintains a team of skilled engineers to support 24x7 monitoring, management and response processes that ensure all relevant availability and performance levels are maintained. A dedicated duty manager ensures all support services are being provided effectively and within contracted SLAs. Our support services team is comprised of engineers who design and implement network and system infrastructures. This in-depth system integration knowledge enables our team to quickly identify issues and resolutions.

The MIT practice provides our clients with an escalation point to address complex issues and bring them to a timely resolution. Clients are able to interact with the MIT team via a customized ticketing system by which all issues are tracked and addressed in accordance with contracted SLAs.

Regular monitoring console checks and real-time alerting systems are employed to ensure that performance and/or availability issues are identified in a proactive fashion. Our Remote Monitoring and Management (RMM) system is used to proactively manage the IT environment so that major problems are circumvented before they cause problems.

Support on devices such as servers and switches have separate plans that can be customized to an individual clients needs. Below is an example of MIT support plans for a switch and a server:

Server Management Support Plan:

  • Unlimited Phone Support
  • Unlimited Remote Control Support
  • Service Availability Monitoring
  • OS Software Patch Management
  • Event Log Monitoring
  • Log File Maintenance
  • Drive Space Monitoring
  • User Account Administration
  • File Sharing Permission Administration
  • AntiVirus Management
  • System OS Optimization
  • Spyware and Adware Removal

Switch Management Support Plan:

  • Standard SLA Layer 2 Switch Management
  • Up/down monitoring
  • Security software patching
  • Minor release software patching
  • Configuration management
  • Troubleshooting support