Smart Support

Smart Support

Dependence on technology makes the care and maintenance of your information systems a crucial business operation. The upkeep of these information systems is often overlooked as an ongoing business investment, yet an efficient and stable IT system is vital in a competitive marketplace and failure to maintain technology levels or adequate back up or Disaster recovery can prove very costly. En Route Solutions can take away the worries of managing your systems with their Smart Support range of IT support services combining speed, expertise and commitment.

With expertise across the entire spectrum of specialist business technologies, En Route Solutions offers Smart Support to maintain your systems at peak performance levels over the long term.
If problems do arise, we will manage them to minimise the disruption to your organisation. and Smart Business Continuity and Disaster Recovery options your downtime and risk is always at the minimum.

SmartSupport: the complete IT maintenance programme
Smart Support is a long term, IT maintenance and support programme. It’s a full service, tailored to suit your specific needs through a combination of proactive remote services and reactive capabilities.
Tailored contracts with fixed fees

We customise contracts to meet your specific requirements, applying a fixed fee to make budgeting easy with predictable costs.

Dedicated engineers.
Like having a resident technology professional on staff, your certified engineer will gain in-depth knowledge of your organisation’s needs and coordinate your support, either through one or a combination of on-site visits, remote system management and telephone support.

Monthly reporting and an assigned Service Delivery Manager.
In addition to your dedicated engineer, an assigned Service Delivery Manager gives you a clear channel of communication.

Proactive support.
Remote monitoring of your systems 24 hours, 7 days with fault calls logged automatically.

A complete solution.
We offer sustainable, long-term solutions, coupled with professional advice based on your business. Our solutions can be managed remotely or onsite as required and include Server Response, Server Care, Backup Management, Workstation Management, Antivirus System Management and full disaster recovery if required.

Smart Support Core

“Smart Support” Core Support

This covers your business in a day to day support function, supporting any issues that arise around the daily functioning of your environment. This does not cover any additions, moves or changes to your environment.

Workstation Support

• User Account Management Security Patch Management
• User Policy Enforcement
• File System Management
• Software License Reporting
• Client Network Configuration Management
• 24x7 Workstation Monitoring
• Disk Space, Partition and Usage Management
• Anti Virus Management and Removal
• End User Remote Control
• Printer Management
• On-site break/fix maintenance of Windows OS-based workstations and attached peripherals
• On-site maintenance as required (based on reasonable use)
• Complete Disaster recovery for all end users
• Complete monitoring of End User Systems even when they are offsite(with an internet connection)

Server Support

• Microsoft Windows Server Patch Management
• Microsoft SQL Server Patch Management
• Microsoft Exchange Server Patch Management
• Virus Definition Management
• Backup Monitoring
• Hardware Firmware Management
• Service Monitoring with proactive notifications
• Event log review
• Management Reporting
• Disk Space, Partition and Usage Management
• 24x7 Server Monitoring

Included Disaster Recovery Coverage

• Hardware Failure – Your warranty coverage from Dell or HP will get you back to a C: prompt, we’ll take you the rest of the way at no cost to you
• OS Security Exploitation – If your OS goes down due to vulnerability exploit, we’ll bring it back up – at no cost to you
• Virus Infection – If your server is exploited by a virus and goes down – we’ll bring it back up, at no cost to your business.

Other Support Included

• Network monitoring of all devices such as switches, routers and firewalls
• 3rd party warranty management
• Management of printers
• Monthly reporting on current status of system and support

Smart Support Core Extended

“Smart Support” Administration Pack

• User administration
• Set up of new users
• Fixed days onsite every month in (as agreed)
• Third Party software Support co-ordination

Selecting this option covers your Information Technology department completely for all eventualities under reasonable use except for project work which would be quoted at discounted rates.

Peace of Mind

Peace of mind is one of those intangible benefits that are difficult to put a price on, but you know it’s valuable. When you sign up for our "Smart Support" managed service, or take advantage of our Disaster Recovery program or one of our many hosted services, Peace of Mind comes naturally, since your company will enjoy the benefits of stability, consistency, and seamless interoperability. The concept is simple – let us take care of the infrastructure that makes your business run, and free yourself up to do what you need to do – make your business grow and thrive. With our strategy, Peace of Mind is what you end up with, not something that you have to work to attain, or something you paid a small fortune for.