Nestor 24x7 Live Monitoring We understand the importance of identifying and
resolving problems before they happen. Our 24x7
Live Monitoring service – NESTOR, provides a
central view of all your devices and proactively
monitors the critical devices. NESTOR notifies our
technical professionals and key stakeholders alike by
e-mail or SMS text in the event of a critical failure to a
device, network or service or a breached threshold
indicating an impending failure.
NESTOR’s reporting
functions help you understand usage patterns
and long term trends and provides your
business with important management
information. By regularly monitoring your
systems performance and functionality we are
able to provide you with an accurate and
clear assessment of how your IT is
performing in line with what your business
needs to achieve – for today and tomorrow as
your business continues to evolve.
Features and
benefits:
24x7
Performance Monitoring ensures all
of the critical network devices that
comprise your business network are healthy
and functioning reliably and optimally
Network
Health Assessment determines the
overall stability of your network
Service
and Business Continuity ensures
disasters won't impact on your access to
critical data and applications. We implement
multiple layers of data backup, protection
and redundancy
Printer
Monitoring Services greatly
improves printer support. We monitor
printers for power, toner and drum levels,
page counts, paper levels and error messages
Monthly
Network Health Review dedicates
time to review reports and issues that are
important to the ongoing performance of your
network. We translate technology into
business terms for you
Annual
Strategy and Planning Meeting
allows us to help you build and manage a
long-term technology plan to support your
business. This enables you to make the best
business decisions possible
Hardware Support There is an increased
reliance on technology and users depend on
working system so they can do their jobs as
normal. Hardware is increasingly placed under a
lot of pressure, and as such IT departments need
to ensure that if failures do occur, the repair
turnarounds are limited in order to continue
with business as usual.
European Electronique – one of the UK’s leading
providers in hardware support has two decades of
experience in providing hardware support services to
many vertical markets. Our portfolio encompasses
the support of all IT hardware products either on an
ad-hoc, workshop repair or contracted basis. European Electronique is ‘manufacturer neutral’,
allowing us to provide multi-vendor hardware support.
European Electronique’s nationally based field
service engineers trained to a high standard coupled
with a sophisticated call management system allows
us to provide cover to the UK. Our extensive service
options allow you to align the service to meet
individual requirements; this is achieved by choosing
the required SLA which is totally dependent on the
criticality of the hardware.
Features and
benefits:
Dedicated Service Desk for a single
point of contact (SPOC)
All calls technically vetted to
allow for quick fault resolutions and
high first time fix rates, circa 89%
Warranty calls logged and managed
with most vendors
Support provided during Monday to
Friday, 9-5; 24x7x365, etc
Service levels aligned to the way
your business operates
Extensive service options with
guaranteed fix times or the provision of
a loan facility
Cost effective, quality service
inline with ‘Information Technology
Infrastructure Library’ (ITIL) Best
Practices
Dedicated onsite engineers for
larger contracts
Lead and secondary engineers
assigned to each site for continuity
purposes
Support on multi-vendor hardware
products such as servers, UPS’s, storage
devices, networking and communications
equipment desktop PCs, laptops, printers
and scanners
Free up your IT department to
concentrate strategically on IT
Software Support European Electronique offers a portfolio of software
support services which enable customers to access
the experience of highly skilled technical
professionals across a mix of technology
environments.
Our professionals
have extensive experience in resolving
complex software problems that can
undoubtedly cause downtime and thus lead to
lack of user productivity.
We offer
comprehensive services for organisations of
all sizes and environments of all types:
desktops, client/server, and data centre,
home-based and mobile. Our professionals are
skilled to support a wide range of software
packages including Microsoft and Novell
products, so you can obtain the precise
level of assistance you need, when you need
it.
We provide a
single point of contact (SPOC) for your
queries. The service is delivered by
telephone or desktop streaming ‘remote
access’ allowing problems to be resolved
quickly and efficiently.
Features and
benefits:
Dedicated Service Desk for a single point of contact (SPOC)
Service Desk staffed with 1st, 2nd
and 3rd line support engineers
Direct line to Service Desk, no
automated service or switchboard
Quick SLA’s from thirty-minutes,
one-hour, etc
Support provided by telephone or
desktop streaming ‘remote access’
Support provided during Monday to
Friday, 9-5; 24x7x365, etc
Unlimited number of calls or per
incident support contracts available
Technical professionals from a
diverse range of technology environments
Microsoft Windows 2000 Server
onwards covered and most Microsoft
business applications covered such as
Exchange
Novell 6 Server onwards covered and
most Novell business applications
covered such as GroupWise
Reduce costs and achieve greater
productivity
User Helpdesk European Electronique’s helpdesk service assists
you in meeting the challenge of user support. We
achieve this by providing quick-responses and a
single point of contact (SPOC) for end-user queries.
The service is delivered by telephone, e-mail or
desktop streaming ‘remote access’ allowing problems
to be resolved efficiently.
We recognise the
importance of aiding users in resolving
problems quickly which in turn provides you
with a productive workforce and frees-up key
IT staff to concentrate on core business
activities.
With the
implementation of ‘Information Technology
Infrastructure Library’ (ITIL) Best
Practices, our helpdesk specialists provide
a high-quality level of service with quick
resolutions and always ensure they are
professional, friendly, relevant and
flexible.
A direct line in
to the helpdesk ensures users can access the
helpdesk specialists without making contact
via an automated service, switchboard and
high-rate telephone number.
Features and
benefits:
Dedicated Helpdesk for Single point
of contact (SPOC)
Unlimited number of calls
General queries answered at once
Direct line to Helpdesk, no
automated service or switchboard
Microsoft Windows 2000 and onwards
covered
Microsoft Office 97 and onwards
covered, including Word, Excel,
PowerPoint, Access, Project, Publisher,
Visio and Outlook
Increase productivity by reducing
the time spent working out how to do
this or that
Increase efficiency by formulating
better solutions and releasing time
spent by your own hard pressed IT staff
Increase the confidence and job
satisfaction of your users by increasing
knowledge
Improve the effectiveness of your
own ICT investment
Time saving service
Professional approach, yet friendly
No jargon; clear, concise
explanations given
Documents can be e-mailed for
analysis and problem solving
Monthly reports of all calls made,
great for assessing future training
requirements
Onsite Engineers Many companies are
increasingly reaping the benefits of having full
or part time onsite engineers. This may entail
the provision of a full-time network manager
employed by European Electronique with
associated IT support staff or simply a single
part time technician to undertake basic IT
requirements.
The key measure of
service levels and working practices defined
within such an agreement are designed to
provide the organisation with the highest
level of service and support, consistent
with the objective of ensuring that the ICT
network enables users to achieve the maximum
potential from the investment in ICT
resources.
In accordance with
The Transfer of Undertakings (Protection of
Employment) Regulations (TUPE), European
Electronique can also manage the successful
transition of existing onsite engineers
whether employed directly by your
organisation or by an alternative service
provider.
All onsite
engineers go through a rigorous induction
and training program to ensure a consistent
level of service performance.
Features and
benefits:
Ability to leverage collective
expertise of European Electronique
engineering resources
Eliminates restriction on skill set
of company employees
Infrastructure audit and
recommendations
Strategic planning and reviews
Service desk and call logging
Organic service reflecting the needs
of the organisation
Fully auditable competitive pricing
for supply ensuring best value
Integration into and full
understanding of organisation’s culture
Access to additional resources to
cover seasonal variations
Identification of staff support and
training needs
Sickness and holiday cover through
the provision of continuous cover
HR benefits through reduced
overheads
Assurance that the ICT network will
enable users to gain maximum potential
from the ICT investment
Implementation of BECTA Framework
for ICT Technical Support (FITS)
Virtual IT Days Due to the increasing
complexity of IT environments as well as
pressure on organisations to try and keep pace
with the latest technologies, companies are
often looking for assistance in key areas.
European Electronique’s Virtual IT Days service
provides organisations with access to a variety
of highly skilled engineers (MCP’s, MCSE’s,
CNE’s, CCNA’s, CCDP, and many more), whenever
they are required, during office hours or out of
office hours. By pre-purchasing Virtual IT Days,
you can take advantage of reduced rates with
preferential access to engineers.
Virtual IT Days
are broken down in two distinct areas –
desktop engineers and server/network
engineers.
Desktop
Engineers – IMAC Lifecycle Management
Install:
Installation and verification of new IT
systems; deliverables may include site
preparation, software loading, configuration
of network parameters, user familiarisation
and much more
Move:
Movement of existing equipment to new
locations
Add:
Addition of new accessories, memory, or
processor upgrades
Change:
Change of existing configurations due to
events such as new users, data transfers, or
migration to a new operating system Server &
Network Engineers – Professional Services
Consultancy: We recognise the long
term benefits of engagement with all
stakeholders and end users from the point of
conception of any project.
Design:
Our Solutions Architects, design solutions
to meet the unique needs of your business.
Configuration: In-house
configuration eliminates issues arising on
site as vigorous testing is undertaken prior
to shipment of the solution.
Implementations: We base all
implementations on industry standard
methodology from end to end. Our processes
ensure minimal disruption to the business
environment.
European
Electronique’s Virtual IT Days service
provides you with a single point of contact
and accountability for diverse services that
enables you to:
Enhance ROI with shortened
time-to-productivity
Cut implementation time and cost
Minimise disruptions during
installation processes
Enhance the support of your IT
solutions
Streamline knowledge transfer to
your technical team or end-users
Enjoy the peace of mind that comes
with installation and configuration by
highly skilled professionals
Remote Backup We
all like to think that we can cope with the
unexpected, but how many of us are truly
prepared for a disaster that affects our company
IT? We know that we should be making regular
backups of our most important data, but how many
of us think the process through and keep those
backups off site in a secure location?
European
Electronique’s Remote Backup Services
enables your company to have a secure remote
backup of your company data at a very cost
effective
price.
The Remote Backup Services work by
compressing
and encrypting your important data and
storing it off
site using your internet connection. The
service uses
geographically separate and technically
independent
data centres to ensure seamless
availability.
Remote Backup offers users the ability to
sleep easy
at night knowing that the data that keeps
their
business going is being safely backed up and
transferred over the internet to a highly
secure
Remote Backup Site, AND then replicated to
another
highly secure site. Remote Backup Service
from
European Electronique ensures that your data
is safe
and that you can recover it quickly and
easily should
a disaster happen.
Two core solutions – Iron Mountain’s
LiveVault and
Attix 5 are used to meet a range of
requirements:
LiveVault – a premium solution for those
seeking
simplicity combined with the sophistication
of real-time
backups, long retention histories and
built-in database
protection.
Attix 5 – For those looking to replace an
older tape
solution with an automated, secure and
off-site service
Iron Mountain’s
LiveVault, some highlights include:
Real-time Backup – data is sent
off-site as it changes reducing the risk
of data loss to a minimum
30-day, 1-year, 7-year Retention –
choose to roll-back data to a
point-in-time that best meets your
industry and data requirements
Anywhere Control – web-based control
panel allows you manage backups and
restores whenever and wherever you like
Exchange, SQL, SAGE – in-built
support for key business databases
ensures fast setup and minimal support
Turbo Restore Appliance – very fast
restores of volume data using a custom
on-site disk cache
Alerting – automatic alerting of key
events allows you to react when required
Security – data is encrypted on
server and then sent, stored and
restored encrypted
Iron Mountain – the comfort from
knowing that data is secured in dual
Iron Mountain data centres
Attix 5, some highlights include:
Automatic Scheduled Backups – simply
set the time of day and the system will
backup new and changed data
automatically
30-day (plus one month) – roll-back
data to any of the previous 30 days or
the previous month end
Database Protection – plug-ins to
allow backups of Exchange, SQL, Oracle
and most common databases
Alerting – automatic alerting of
events including backups, restores and
issues
Security – data is encrypted and
stored in two IBM data centres for
guaranteed availability
