Think Nexus® Support
Traditional IT service and support can be confusing; typically, customers have multiple service contracts spread across different providers, various warranties and software licences to manage and a diverse portfolio of devices and peripherals to look after. Service agreements can overlap or there can be gaps with no party taking responsibility. Usually, you have to wait until something goes wrong to find out that you have a problem.
Think Nexus® Support has simplified the whole process by bringing all your IT support under a comprehensive, single, managed service. It may be comprehensive but it’s not ‘one-size fits all’. We recognise that organisations work differently; some work around the clock others are just 9 to 5, some need everything fixed immediately, others can wait a day or so. Plus, we don’t wait until things go wrong, our proactive monitoring can anticipate issues before they arise, so action can be taken.
Proactive Monitoring & Support
Proactive monitoring by the NOC
At the core of Think Nexus® Support, is our Network Operations Centre (NOC) that uses people and technology to constantly monitor every aspect of your system against a pre-determined performance template. It monitors parameters such as disk, memory and processor usage, network performance or hardware errors.
If any parameters are triggered a ticket is raised and an automated fix is carried out. If the automated fix cannot be achieved an engineer makes the fix remotely or if required, an engineer is despatched to the necessary location.
If anything goes wrong, the help desk is there to sort out the problem over the phone; it could be a user who’s forgotten how to insert an image into a Word document, it could be a user who cannot get their printer to print or it could be a server issue. Whatever it is, the help desk will talk the user through the issue, remotely support and fix where possible or arrange an on-site visit if needed.
Customers can raise a support ticket by phone during designated hours or at any time by email or directly on the Think Nexus® Support portal.
To fix the fault as quickly as possible, we will resolve issues remotely if we can but, there are some situations that require an engineer to visit. We have a sizeable team of geographically based, fully qualified and experienced engineers available to undertake on-site visits.
Experienced team of engineers
Many of our engineers have been with us over ten years, our longest serving engineers have been with us since the company was started. We run a full apprentice training programme drawing on our diverse communities; we are an equal opportunity employer. All engineers complete the relevant manufacturer training which they combine with their problem-solving and field experience. The team has built up a vast knowledge base that engineers can exchange and draw upon.
We have three levels of service; customers can select the level of cover that best meets their needs.
Round the clock
Your entire system is monitored 24 hours every day with corrective action taken remotely as necessary. The help desk is also available at all times for all users. Any on-site visits required will be schedule in accordance with agreed SLAs.
If an organisation needs cover later into the evening and at weekends our extended hours option give helpdesk cover seven days a week from 8 to 8. You still get 24/7 NOC monitoring and around the clock remote corrective action and any on-site visits required will be scheduled in accordance with agreed SLAs.
This gives your whole system cover Monday to Friday from 9 to 5 and access to the help desk but even outside of hours, the NOC is monitoring your systems with corrective action taken remotely as necessary. Any on-site visits required will be scheduled in accordance with agreed SLAs.
Remote only cover option
If you don’t need on-site support, we can offer a remote only service that gives you NOC monitoring and fix and help desk but no on-site support.
Regular On-site Engineer
Many organisations do not have any internal IT management resource but need an ad-hoc or regular engineer on-site visit to undertake regular on-site maintenance and updates. Qubic can offer engineers on an ad-hoc basis or, customers can buy a block of on-site days to be drawn down as and when required.
Support level definitions
|Working hours||Extended hours||Round the clock|
|NOC fix||9 to 5||8 to 8||24/7|
|Helpdesk support||9 to 5||8 to 8||24/7|
|Remote server support||9 to 5||8 to 8||24/7|
|On-site server support|
(Available at an extra cost)
|9 to 5||9 to 5|
(8 to 8)
|9 to 5|
|Monthly patches and updates||Included||Included||Included|
|Antivirus, anti-spam monitoring and fix||Included||Included||Included|
|System changes, user adds, user modifications and other admin tasks under 15 minutes||Unlimited|
9 to 5
9 to 5
9 to 5
|Hardware warranties and software licence management||Included||Included||Included|