This is the service for organisations that want total, round-the-clock IT Support: with everything covered, and no extra charges.

The FirstBIT Servicedesk goes beyond the traditional Help desk – it is a fully-managed Service Desk offering proactive support.

Our dedicated, elite team comprises IT engineers, account managers and backup administrative staff who provide a comprehensive service, including but also going beyond the purely technical. They deliver real time and proactive monitoring: make guaranteed and regular housekeeping visits to a guaranteed frequency: supply monthly reporting: and generally provide ongoing assistance with configuring your IT infrastructure to anticipate, and then keep up with, changes in your business needs.

Unlimited remote support. We will monitor your systems 24/7 using our unique software; identifying potential issues before they become a service-critical problem.

Contacting our Servicedesk couldn’t be easier – call, email, or for the fastest possible response use our instant chat software for immediate connection to an engineer – day or night. Site visits are included if faults cannot be resolved remotely via our flexible IMAC* offering.

* IMAC - On-site resource for 'Incidents, Moves, Adds and Changes'.

FirstBIT Servicedesk – outline features

Details

Remote Support:

Unlimited remote support during office hours 7 days a week (09:00 – 18:00).

Contact is made via email, telephone or website-based FirstBIT Chat service.

Site Visits:

Site visits are included where faults cannot be resolved remotely via our flexible IMAC* offering.

Proactive Management:

This covers configuration management of the following (subject to our Fair Usage Policy):

Housekeeping Visits:

An engineer visits your office for half a day each month: this visit is specifically designed to carry out housekeeping on your network. It may also be used to clear up minor issues or changes that you need. If there are no current issues the engineer will carry out a schedule of general system maintenance including the following:

System Monitoring:

Our monitoring software enables us to proactively monitor your hardware and operating system: the good news for you is that we can therefore prevent problems from developing. This means a reduction in downtime; which increases your productivity.

The software generates automatic tickets to instantly log any errors, and places them in the ticketing queue. It keeps tabs on:

Software Support:

We offer software troubleshooting on the standard Microsoft products. This includes the availability and connectivity of the following:

(The service excludes user training and advanced configuration).

Third Party Applications:

Our third party software application support means that FirstBIT liaises directly with other providers to have an expert technical discussion, allowing troubleshooting and quicker resolution of your software problems. You no longer have to get involved in ‘who does what’ issues based on your various software support agreements.

Project Work: (UAE mainland only)

Preferential project work charges are provided to contract clients. By ‘project work’ we mean scheduled onsite or remotely-based jobs that are not support issues.

These may involve configuring, amending or developing your network. Project work includes:

Peripheral Devices:

We cover standard network equipment in terms of availability, troubleshooting and configuration: this includes printers, scanners, faxes, access points and UPS.

Cover can be obtained additionally for:

(Cover excludes hardware parts).

Pre-Existing Issues

FirstBIT will support pre-existing network issues (subject to our Fair Usage Policy).

Monthly Reporting

SLAs

We operate strict target SLAs in order to give the best service to our customers:

Pricing

Our pricing is based on a simple and attractive set cost per device. Please contact us to know more about FirstBIT Servicedesk Plan and arrange a visit on +971 4 4321132.

Other equipment (e.g. router, managed layer2/layer3 switch, firewall) can be covered under this service package. Please advise us of your requirements.

For services to sites with more than 150 users and/or 20 servers, please contact FirstBIT for a bespoke support proposal. This can include a full regular service support and an incident management service.