Managed IT Services are provided through the Network.Antics Service Desk. Our Network.Antics Service Desk Technicians are committed to delivering a high quality customer experience. This document defines the Managed IT Services provided by the Network.Antics Service Desk, describes how Network.Antics On-Site Support supplements those Services and identifies the Client Responsibilities.
Note: These services may be modified from time to time by Network.Antics to reflect emerging levels of technology services and support requirements.
Contacting Network.Antics Managed IT Services
The Network.Antics Service Desk
The Network.Antics Service Desk can be accessed in the following ways:
- Phone: TBD
- Email: TBD
- Chat Application
The Network.Antics On-Site Support Team
The Network.Antics On-site Support Team supplements the Network.Antics Service Desk by following up on issues that cannot be resolved remotely.
7X24 Service Desk Support ~
The Network.Antics Service Desk provides services 24 hours per day, 7 days per week excluding Thanksgiving, Christmas and New Year’s day.
On-Site Support ~
Network.Antics On-Site Support Team is available every week day except holidays falling on the three holidays previously noted. They are also available for emergency call-out on afterhours or on weekends.
Scope of Managed IT Services
The following software and services are referred to as “in Scope” and are included in Managed IT Services accessed through Network.Antics Service Desk:
Software Supported ~
Desktop Operating Systems
- Microsoft Windows
- MAC OSX
- Microsoft Office (*includes Word, Excel, PowerPoint, Access)
- Microsoft Outlook
- Microsoft Outlook Express
- Internet Explorer 6 and above
- Mozilla Firefox
Third Party/Proprietary Software
All third party and proprietary software will be supported on a best effort basis. “Best Effort” means that the Network.Antics Service Desk will attempt to troubleshoot issues with third party and proprietary software that they are unfamiliar with. However, in the case of limited to no experience with the software, the Network.Antics Service Desk has the right to promptly assign the ticket to the Network.Antics On-Site Support Team.
To ensure a good customer experience, it is recommended that the Client provide the Network.Antics Service Desk with documentation for any third party or proprietary software that needs to be supported as well as contact information for the related software’s help desk.
Network and Device Services ~
PC and Network Troubleshooting
- Network connectivity
- General PC hardware diagnosis
- Printers, drivers, and queues
- Database connectivity
Mobile Devices (including, but not limited to: Windows Mobile and Blackberry)
- Setup and Configurations*
- Synchronization troubleshooting
* If you have a server agent installed at the site, this service covers network devices- up to 50 per server agent.
AntiVirus and Spyware/Malware
- Scans and removal
Scans and removals will be performed by the Network.Antics Service Desk technician only if (a) the Client calls in and states that their Anti-Virus or Spyware software has detected a virus or spyware, or (b) the Client calls in and identifies symptoms most likely caused by a virus or spyware.
The Network.Antics On-Site Support Team cannot support this task unless the Client has contacted them and described one of the two above scenarios.
Administrative Tasks ~
- Create user accounts and groups
- Create mailboxes and distribution lists
- Reset passwords
- Unlock domain accounts
- File/Folder permissions
- Microsoft Outlook profile setups
The Network.Antics Service Desk may not recognize Client’s new or temporary employees and contractors. They will only provide Managed IT Services to valid Client personnel and accordingly will request approval of Client resources from the Network.Antics On-Site Support Team before proceeding with the request.
It is recommended that Clients timely provide all IT related personnel changes to the Network.Antics On-Site Support Team.
Software Installations ~
- Installations are a scheduled task
- Carried out 8:00am to 6:00pm EST Monday-Friday
- 2 business day advanced notice is needed to schedule the install
- Maximum of 5 PC’s per client site per day
Software installs are considered a low priority. If software installs are needed earlier than the 48-hour window, or before they can be scheduled with the Network.Antics Service Desk, they will need to be done by the Network.Antics On-Site Support Team.
PLEASE NOTE: If the PC is unavailable at the scheduled time of install, the technician will assign the ticket to the Network.Antics On-Site Support Team to reschedule.
File and Folder Restores ~
- Support for most 3rd party backup/recovery software
Outside the Scope of the Service Desk
The Network.Antics Service Desk will not support the following items including, but not limited to:
- PC setups and configurations
- User profile setups and configurations (apart from Outlook profiles)
- Data transfers
- Hardware related issues
- PC failure
- Hard drive failure
- Memory failure
- Power supply failure
- Printer failure
- Mouse failure
- Keyboard failure
- Monitor failure
- ISP outage (e.g. AT&T, Verizon, Comcast, Southwest Bell, etc.)
- Hardware/Software/ISP Vendor management
- Application “How To” training*
- Bulk work**
*The Network.Antics Service Desk’s primary responsibilities are to the services described in this document. In order to complete the requests in an efficient and timely manner, any training that Clients request or require will be handled by the Network.Antics On-Site Support Team.
**Any service request (in scope and excluding software installs) involving multiple PC’s will be considered bulk work. For example, if a client site gets a new printer and the printer needs to be added to all the PC’s at the site, this task will be considered bulk work and will be completed by the Network.Antics On-Site Support Team.
Any software installations involving more than 5 PC’s will be considered bulk work. Software install requests are limited to 5 PC’s per client site per day.
Processing of Requests
Phone requests are the preferable method of requesting services. A ticket will be created for each call received by the Network.Antics Service Desk. For issues that are covered by the Managed IT Services described above (in scope), the Network.Antics Service Desk technician will stay with the call and work the issue to resolution. If there is a need for further investigation, the technician will set a call back time with the caller to complete the resolution.
For issues that are not described in the above section “Scope of Managed IT Services” (i.e. out of scope), the call will be logged and the ticket will be assigned to the Network.Antics On-Site Support Team.
If all technicians are unavailable, the caller will be placed in a hold queue and will be informed of their position in the queue. They will be transferred from the hold queue once a technician becomes available.
The Network.Antics Service Desk can receive service requests via email. However, email requests should be limited to low priority issues only. A ticket will be created for each email request received by the Network.Antics Service Desk. For email requests to be processed, the following information MUST be included in the body of the email:
- Requester’s full name
- Client company name
- Call-back number
- Detailed description of the issue
A Network.Antics Service Desk technician will add the information into a ticket and assign it the proper priority. The ticket will be placed in the Network.Antics Service Desk ticket queue, where it will then be assigned to an escalation technician.
If the email request does not contain this information, no ticket will be created and no further action will be taken by the Network.Antics Service Desk.
Assigning Tickets to Network.Antics On-Site Support Team ~
When the Network.Antics Service Desk completes a ticket, they will mark it as Completed and assign the ticket to the Network.Antics On-Site Support Team. The Network.Antics On-Site Support Team will then review the ticket and if properly completed they will mark it Closed. The Network.Antics Service Desk will never close a ticket.
On occasion, the Network.Antics Service Desk will need to assign an open ticket to the Network.Antics On-Site Support Team. For instance, if the Services Desk technician needs more information in order to continue working on an issue, they will assign the ticket to the Network.Antics On-Site Support Team to acquire the information. If the issue is an emergency, The Network.Antics Service Desk will call the Network.Antics On-Site Support Team as part of the assignment.
Client Call Backs ~
If a ticket has the need for a call back, the technician will contact the Client before connecting to their PC to work on it. If there is no answer, the technician will leave a voicemail asking for the client to call back. They will make additional attempts to contact the client for 3 consecutive days. If the client has not responded to the Network.Antics Service Desk after the third day, the ticket will be marked completed and assigned to the Network.Antics On-Site Support Team for closure.
Setting Priority Levels for Requests
Calls & Emails ~
The Network.Antics Service Desk will make every effort to resolve the issue at the time of the service call.
For email requests, the Network.Antics Service Desk will log and assign priorities based on specific definitions. Requests will be handled according to the priority assigned to them.
Tickets Requests and Resolution Rates ~
10 technicians are dedicated to your organization.
We strive to respond to calls within 3 to 5 seconds. At least 80 % of first calls regarding issues are resolved during the call.
In order to facilitate the support process, customer’s responsibilities include:
- Providing sufficient detailed information at the time of the service request, including the caller’s name, company name, and a description of the problem.
- Making every effort to be available to communicate with Network.Antics Service Desk Technician when required.
- Notifying the Network.Antics Service Desk in advance of any pre-determined required assistance
Network.Antics On-Site Support Team Responsibilities
Complete documentation of the Client environment is the most vital component in assuring the smooth delivery of Managed IT Services and the coordination of services between the Network.Antics On-Site Support Team and the Network.Antics Service Desk.
At the commencement of a Managed IT Support relationship, the Network.Antics On-Site Support Team will document:
- all relevant details of the client network environment.
- the configuration information for handheld devices and any other specific setup instructions.
- the configuration and setup information for Outlook profiles and any other specific setup instructions
- all third party and proprietary software used by the Client if support for the software is needed.
- the location of software install files, serial keys, and any special install configuration instructions.
Other Responsibilities ~
The Network.Antics On-Site Support Team will handle all:
- ISP and Vendor Management including third party applications and break fix issues.
- Server & network related issues and matters not addressed in scope of work for Network.Antics Service Desk services.
- Customer site visits to address issues including, but not limited to: Hardware failures, Windows Crash and Rebuilds, Issues that need to be addressed in Safe-Mode, and Physical connectivity issues.
Fees For Services
The Managed IT Services are delivered by the Network.Antics Service Desk and are provided as part of all Managed IT Services Agreements. Fees for these services are described and paid for as provided in the relevant Managed IT Services Agreement.
The services provided by the Network.Antics On-Site Support Team are billed and paid for on an hourly basis. Each Managed IT Services Agreement includes a monthly allowance for such services. Services provided beyond the monthly allowance will be identified in invoices and provided to Client not less frequently than monthly. Payment terms for these services are also provided in the Managed IT Services Agreement.