Let
Us Help you with all your computer needs. Whether
you simply want what you have to perform efficiently or you are thinking
of expanding your systems,
CONTACT US WE CAN HELP!
Our Services Include... |
- Consultation and support
- Custom and integration programming
- Installation and Configuration
- Adding and configuring software and hardware components
- Adding remote access to your systems
- Networking your systems together
- Providing internet access
- Data backup, security and virus protection
- Maintaining your systems
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Support Service Categories |
Services consist of "Basic Support Services"
which are provided as part of every support agreement, and
"Additional Support Services", which provide for optional
services based upon your requirements. The scope of the
services provided is defined within a Service
Level Agreement (SLA) that is customized to reflect
your specific requirements. |
Basic Support Services
These services are defined in a standard SLA. To receive these
services, an active support contract must exist and you must have
a valid Software
License Agreement for the products to be supported.
Basic support services are provided by DatapointUSA's
own Systems Support group. This group provides assistance with
operational and/or administrative issues. This group is available
via telephone or e-mail.
Support Service Hours
Basic support services are available Monday through Thursday, between the hours of 8:00 AM and 6:00 PM, and on Friday, from 8:00 AM to 12:00 noon (Central Time) except for holidays.
A toll-free number is available to subscribers of support services.
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Additional Support Services
Additional support services can be added to the scope of services provided by the basic SLA. One or more of the following services could be added: |
- Extended Telephone Support Coverage
Extended telephone support coverage beyond the normal operating
hours is available
- Preventative Maintenance
A program of Preventative Maintenance can be defined and tailored
to your needs.
- Housekeeping
A program of system backups can be defined, tailored and scheduled
to your specific needs.
- System Audits
A program of periodic system health checks can be tailored
to your specific needs. The usual purpose of these audits
is to monitor system performance and capacities and to pro-actively
correct potential issues.
- On-Site Consultancy / Support Services
These services can be provided on an ad-hoc, or scheduled
basis. The services provided can address such topics as fault
analysis, system optimization and system re-engineering. Consultancy
on a wide range of systems and technical topics is available.
- System Administration
For systems where there is no on-site System Administrator,
we can provide administrative service via remote access to
the user's system. This service is only available by prior
negotiation.
- Training
Tailored courses based upon specific requirements can be developed.
These courses can cover all aspects of maintenance, operation
and administration all of which can be conducted at the DatapointUSA
facility or at the user's location.
- Application Support
These services can be provided and allow for maintenance and
debugging efforts associated with existing applications, application
development for existing applications or the development of
new application interfaces can be provided by our Software
Development Group.
This group would define the scope of the work to be performed
and the associated charges.
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Pre-Booked Services
The Pre-Booked Services options are available to obtain
favorable development and support rates for services outside
the services defined in an active support agreement.
If you would like to discuss your support requirements further, please contact us by telephone, or submit an inquiry.
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