Support

Enquiries
1300 667 167
 enquiries@bremmar.com.au


Complete IT Support and Maintenance - Overview

Clients rely on Bremmar to support their IT systems so they can focus on doing what they do best. Our methodical approach to support and proactive maintenance has proven to provide our clients with solid, reliable management of their IT resources. When a challenge arises, our flexibility and commitment to a 'can do' attitude results in an effective and sometimes outside the square solution.

Complete IT Support and Maintenance is designed to provide complete management of your IT resources including support, maintenance, solutions and planning. This proactive approach to support is designed to ensure your systems remain online and performing well, leaving you to focus on doing what you do best.

What's Included?
 - Remote and Onsite Support
- Proactive Server Maintenance
- Technical Manager and Main Point of Contact
- Assigned multiple regular certified support engineers
- 24x7x365 Network Monitoring and Fault Detection
- 24x7x365 Emergency Response
- Support Management System and Reporting
- Service Level Agreement





Proactive Server Maintenance
 Proactive maintenance of your servers and network is essential to ensure we can provide a reliable IT platform for your organisation. We perform tasks on a daily, Monthly, Quarterly, Annually. Many tasks are also performed in real-time by our automated monitoring system.

Maintenance tasks are differ for different clients however below is our standard set of maintenance tasks.



Technical Manager and Main Point of Contact
 Our clients are provided a Technical Manager. Your Technical Manager is your key point of contact and is responsible for the management and day to day operation of your IT systems. Your Technical Manager will be a fundamental part of your support and will be responsible for planning for your organisations future IT requirements. Technical Managers are highly qualified and have approximately ten years experience in the industry.

Assigned Multiple Regular Certified Support Engineers
 Our clients deal with the same highly experienced, certified technicians who have a clear understanding of your businesses operations and requirements. All members of our technical team have a minimum of five years in the industry and are Microsoft Certified Professionals.

24x7x365 Network Monitoring and Fault Detection
 Our automated monitoring system monitors key system indicators to help identify potential problems before they impact your business operations.

The monitoring system checks key system indicators such as system resources, backup, performance, status of key system services and system event log notifications. If an issue is detected which requires further action we are notified immediately. If the issue is critical it will be respond to within a maximum of one hour, 24x7.

The monitoring system also takes preconfigured initial steps to resolve many basic system issues.

24x7x365 Emergency Response
Complete IT Support and Maintenance clients receive 24x7 emergency response support. Clients can have piece of mind knowing that any issues are identified and resolved as quickly as possible ensuring that any possible impact on business operations is minimised.

Support Management System and Reporting
 Our Support Management System coordinates all support and maintenance operations for your IT systems. The system is responsible for scheduling maintenance operations and ensuring support issues are resolved in a timely fashion.

Clients have access to clear reporting on all tasks we perform on their IT systems. Reports include support incident details such as when the task was undertaken, clear troubleshooting steps, a summary of how the issue was resolved and who requested the work.

he system provides our clients with a monthly report detailing maintenance tasks performed, an overview of system health, any issues identified and what action is being taken to resolve them.

The Support Management System also provides features to track assets including warranty information, staff assignment, previous issues and serial numbers.

Service Level Agreement
 Our service level agreement provides our clients with additional piece of mind knowing that they will have assistance in a timely fashion when they need it.

In 90% of cases we provide support immediately when requested. However if the request is larger in nature, our service level agreement clearly states the maximum amount of time we will take to assist with your support query.



Contact us for more information
1300 667 167
 enquiries@bremmar.com.au

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