The recent system upgrade was implemented exactly as planned, on time and on budget. Bremmar have proven to be completely reliable, prompt and very good at communication.
Paul Marshall, RiverStone
Imagine, Your IT systems are proactively maintained & monitored 24x7 by IT consultants whose guidance and support you trust. You receive immediate IT support when you need it. This is the reality of Bremmar CompleteCare Support clients.
Bremmar’s CompleteCare Support provides you with a fixed package for essential services such as server maintenance, monitoring, basic server fault resolution and offsite disaster recovery service, however allows you to pay for the IT support you use by the hour.
IT Services Included
- (click to expand)Remote and Onsite IT Support
- Your staff have access to phone, remote and onsite IT support. All IT support is provided by one of the members of your own three person support team.
- (click to expand)Fast response, including immediate phone support
- If you need us, just call for immediate remote IT support or for urgent onsite attendance, response times are guaranteed within your service level agreement.
- (click to expand)Dedicated team - Technical Manager & two experienced engineers
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Technical Manager and Primary Point of Contact
Your Technical Manager is your primary point of contact and is responsible for your information technology management and day to day operation of your IT systems.
Other responsibilities include:- Upkeep of client specific technical procedures, for example: New user account and new equipment setup.
- Ensuring requests are completed on time and as per your specific requirements
- Review and sign off on all work completed within 24 hours
- Monthly proactive review of all support incidents, maintenance reports and sign off on support for the month
- Annual IT review and strategic planning
Our Technical Managers are highly qualified and have approximately ten years experience supporting the IT requirements of SME clients.
Assigned Two Certified Support Engineers
You will be allocated two intelligent, certified and friendly engineers. Our engineers have a clear commercial understanding of how Information Technology affects business operations and speak with their clients on a plain English level rather than a technical jargon level. All of our engineers have a minimum of five years experience working in the industry and are Microsoft Certified Professionals. - (click to expand)Proactive Server Maintenance
- Proactive server maintenance is essential to ensure we can provide a reliable IT platform for your organisation. We execute a comprehensive list of maintenance tasks on a daily, monthly, quarterly and annual basis. Many tasks are also performed in real-time by our automated monitoring system.
- (click to expand)24x7 network & server monitoring, fault detection & problem resolution
- Our monitoring system checks key system indicators such as system resources, performance, core business applications, status of key system services, backups and system event log notifications. If an issue is detected which requires further action we are notified immediately and if the issue is critical it is investigated and resolved any time, day or night. In many cases, problems are resolved before our clients are aware of the issue.
- (click to expand)Automated offsite backup service protecting entire IT environment
- Latest snapshots of your server operating environments can be replicated offsite to our infrastructure located in the Perth based Data Centre, as an option to our comprehensive server support services. This surprisingly cost effective solution ensures that you have a working snapshot of your IT environment located offsite, on standby and ready to be booted up on our infrastructure in the case of a failure.
- (click to expand)24x7 out of hours IT support provided by your support team
- Out of hours support is available 24x7 and is provided by one of the members of your support team.
- (click to expand)Online support management portal, documentation & work notes
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Our support management system coordinates our IT support and maintenance operations. The system assists us in ensuring nothing is forgotten and that tasks are completed in a timely fashion. You have direct online access to the following information:
- Work in progress
- Full service history including details of the issue, clear troubleshooting steps, summary of how the issue was resolved and who requested the work
- Asset register of all IT assets managed by Bremmar, including warranty, serial numbers and work history notes
- IT Documentation including network diagram and configuration
You also receive a monthly IT report providing a summary of work performed, any issues identified and maintenance tasks performed. - (click to expand)IT services & response times guaranteed by Service Level Agreement
- Our Service Level Agreement provides clients with additional piece of mind knowing that they will have prompt IT support when they need it.
Key Benefits
- Proactive and preventative approach to IT support, all inclusive of management, maintenance and monitoring
- IT upgrades and projects are quoted with a fixed price and pre-agreed schedule
- Automated system monitoring to detect a large range of problems before they affect your staff
- You are encouraged to call your IT support team for immediate assistance whenever required
- Scheduled account manager meetings to ensure your IT plans are aligned with your business objectives
- Overall result is an IT service package representing excellent value for money, no surprises and IT that ‘just works’
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