Definitions for IT Support Packages

Remote Monitoring Suite

What does the remote monitoring suite do and why do we need it?

Once we install our application onto your devices then our Remote Monitoring Suite proactively checks your devices and spots small problems before they turn into big ones! Rather than wait for problems to happen, the application alerts our engineers so we can fix small problems, before they cause you down time.

The checks are performed by the Remote Monitoring Suite on a schedule. Giving you peace of mind that we are doing our job and keeping you safe so you can get on with running your business!

The Remote Monitoring Suite will be monitoring your devices 24/7. As well as the regular checks, it performs 24/7 monitoring so that our engineers can spot, diagnose and fix other problems fast. We get instant alerts so we can log in and resolve the issue as soon as the day starts, usually before you are even aware of it. We will save you down time and money, dealing with issues that were often avoidable!

If you want to know exactly what The Remote Monitoring Suite and our engineers will be doing behind the scenes, then click here. All checks take place on a schedule, some are daily and the rest range from every 30 minutes to ever 60 seconds!

And all this is done automatically! Even if our technicians had a bad day, were sick or busy all the checks are automated so they ALWAYS happen! And all for less than the price of a cup of coffee!

Managed Security Updates

Why do we need Managed Security Updates?

All computers run software and that software is targeted by hackers who want to cause disruption or steal.  Over time therefore they find vulnerabilities in the code that software uses. The software designers obviously want to protect their product and reputation, so they regularly send out Security Updates to their code in order to stay one step ahead of the hackers and fraudsters. We need to manage security updates so that they are uploaded to your computer as soon as they are released in order to keep the software functioning properly and the data on your computer safe from damage and theft. We will manage your security updates for you using our Remote Monitoring Suite so that you don’t have to worry about it. In addition to Windows updates, we ensure that Flash, Chrome, Firefox, iTunes and Java are all kept up to date. For a full list of Approved Business Software that we support click here.

Managed Antivirus

Why Managed Antivirus?

Managed Antivirus allows you to stay one step ahead of people who want to disrupt businesses or steal your data, usually in order to extort money from you. We will install and manage the best antivirus product available, ensuring that your virus protection is properly installed, remains active and is up to the job! Once our application is installed on your devices, our Remote Monitoring Suite we will manage your antivirus software for you so you can get on with running your business. We are so confident in our management that we guarantee that your virus protection will never expire!

Automatic Fixes

What are Automatic fixes and why are they beneficial?

Once installed on your devices, our Remote Monitoring Suite has over 400 scripts for self-healing, saving crucial and your valuable time in liaison with our engineers. Everything will work simply and seamlessly because of the automated remote checks and automatic fixes. We will solve your users issues so easily and quickly that you won’t even know we’ve been there!

Giga clients who pay for helpdesk support as they go will have to approve work identified by the remote checks before it’s done. This can cause delays in fixing issues. So if a day’s downtime would have a major detrimental effect on you then you should consider the Tera or Peta package.

Helpdesk Support

What is the helpdesk support and why do we need it?

Our Tera and Peta packages include unlimited Helpdesk Support which allows users to call our IT Helpdesk from 9am to 5pm, Monday to Friday (except bank holidays) for telephone support using our remote software. This enables us to quickly and effectively fix IT problems by taking control of the user’s mouse.

Unlimited Helpdesk Support also includes Remote PC Set Up. When we purchase a computer on your behalf, we will arrange for the computer to be delivered to your premises, you unbox it and plug it in and connect to the internet. Once you have internet connection we can remotely install Microsoft Office and your antivirus, set up emails, connect to printers, install your Company specific applications as well as our Remote Monitoring Suite application.

As well as proactive monitoring and checks you will gain via the Remote Monitoring Suite you will receive unlimited Helpdesk support for users and any technical issues that arise. By empowering us to fix your issues remotely, you are also enabling us to fix any issues that come up instantly, without having to first gain your authorisation to do the work, preventing any unnecessary delays! By paying monthly for Unlimited helpdesk Support work you will save crucial and valuable time in liaison with our engineers.

Annual Strategic IT Review

Why is the Annual Strategic IT Review and why do we need it?

Our top IT guy will come out to your premises annually to find out how we are doing and what we can do to support your business as it changes. We will bring information from our Remote Monitoring Suite about each of your computers, their age, any recurrent fixes, upcoming licence requirements, memory, speed etc. We will discuss your business needs plans for the next 3-5 years along with your current IT infrastructure and come up with a maintenance plan that is right for your business needs and budget! The annual Strategic IT Review offers you a personalised, expert, money saving maintenance plan which will help you to feel in control of your investment in IT.

Office 365 Support

What is Office 365 Support?

Office 365 Support includes setting up new users, allocating mailboxes, creating email addresses, aliases and distribution groups e.g. support@bandicoot.co.uk, investigating undelivered emails etc. Tera and Peta clients receive unlimited Office 365 support as part of their package.

Security Audit & Report

What is the Security Audit & Report?

For clients on the Peta package, we conduct a thorough IT audit and produce your personalised IT Security Report. The Security report identifies yours most critical risks and provides comprehensive recommendations. The assessment is based on the well-known and highly regarded NIST Cybersecurity Framework.

Email Virus and Spam Protection

Do I need email virus and Spam protection? Isn’t that covered by Managed Antivirus?

Some clients are happy with a basic level of Virus protection and don’t worry about Being hacked, being held to ransom or losing data. Clients with IT dependent businesses, particularly where there are multiple users who may or may not be savvy about viruses, feel they need extra protection.

Phishing Awareness Training

What is Phishing Awareness Training? How does Phishing Awareness Training Work?

In today’s society your employees are frequently exposed to sophisticated phishing and ransomware attacks. The sophistication of phishing emails today are particularly impressive, disguising themselves as communication from companies that we engage with every day. Without proper training its easy to slip up.

We use Security Awareness Training specialists to make sure your employees understand the mechanisms of spam, phishing, spear phishing, malware, ransomware and social engineering and can apply this knowledge in their roles, every single day!

Our Security Awareness specialists then test the effectiveness of our Phishing training using simulated phishing, sent to your users, choosing from thousands of templates. We use a fully automated system to identify security weak spots and eliminate them immediately.

They also provide regular management information, both statistically and graphically on for both security awareness training and phishing training.

Office 365 Backups Emails and Files

Why have your Office 365 emails and files backed up? Why not rely on the Office 365 itself to store your data?

Loss of data can be devastating, not to mention the loss of time. Microsoft do not guarantee data backup and recommend in their terms and conditions, that you enlist a third part backup system.  Because of this, we provide clients who use Exchange Online, One Drive and Sharepoint with a secure, cloud based, data storage facility that protects their data fully.

Our package includes infinite retention, including documents, Contacts, Calendars, Mail and Sharepoint including groups, folder structures etc.

Backups are taken three times daily and include “point in time” backups which can be invaluable for some businesses after a ransomware attack.

Guaranteed Fix

What is the Guaranteed Fix and what does it apply to?

Our Tera and Peta clients receive a Guaranteed Fix.

We will make every effort to fix your IT problems via our remote Helpdesk Support. If, however our first line IT Support Technician is unable to resolve the matter it will be passed immediately to our second line IT Support Technician.

If our second line IT Support Technician is unable to fix the issue remotely we will inform you that on-site support is required and prioritise a visit to your premises. On-site support will be charged for according to our Rate Schedule, included in your Managed Service Agreement.

We can guarantee to fix a hardware issue, but that may mean replacing hardware, possibly including your P.C or laptop.

There are some Service Requests and some software that our Guaranteed Fix does not apply to, these are detailed in our Managed Service Agreement.

Guaranteed Response Times

What are the guaranteed response times and who do they apply to?

Our Tera and Peta clients will receive support within the Guaranteed Response Times as outlined in our Managed Service Agreement.

Response Times are Guaranteed maximum times to respond to a Service Request.

Tickets will be categorised as follows:

If the response time to an incident exceeds these times clients can claim 5% of the monthly Agreement amount (this does not include any additional charges incurred in that month) of the month of the incident, to a maximum of 25% per month.

If the support request is lodged outside Our Business Hours Our Response Time Guaranteed does not apply. We will still work on your Service Request as fast as possible, however it will be on a best effort basis.

There are some Service Requests that our Response Time Guarantee does not apply to, these are detailed in Appendix B of our Managed Service Agreement.

Virus Recovery Guarantee

What is our Virus Recovery Guarantee and who does it apply to?

Our Peta clients receive our Virus Recovery Guarantee as outlined in their Managed Service Agreement.

The Virus Recovery Guarantee is effective once our clients have implemented the recommendations from their IT Security Audit and Report and all staff that use IT have attended the Phishing Awareness Training.

If, subsequently a client suffers from an encryption virus, we classify the Service Request as a Critical Priority and guarantee a maximum 1 hour response time as per our Guaranteed Response Times. We then clean or reinstall any infected device/s and any on site work is carried out free of charge.

Data Recovery Guarantee

What is our Data Recovery Guarantee and who does it apply to?

The data recovery guarantee applies to Giga, Tera or Peta clients who have either:

• Stored their data on a server (which is included in their subscription), has subscribed to our cloud backup service and; in addition has at least two external backup disks in daily rotation; or
• Stored their data in OneDrive or Sharepoint and has subscribed to our Office 365 Backup Service.

If, subsequently You lose data, we will reimburse You with one month’s subscription fee.