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A Guide to supportIT’s Fully ManagedSupport Services & Solutions.10 Manor Street Business Park Manor Street, Dublin 7Low-Call: 1800 887 818 E: enquire@supportIT.ie W: www.supportIT.ie

1. about supportITSet-up in 2004, supportIT provide fully managedsupport and consultancy services to over 180organisations and 3000 users nationwide.Dedication, knowledge and trust are the main reasonswhy businesses choose supportIT as their IT solutions andsupport partner. We are a relationship-driven organisationand work closely with every one of our clients to supportand protect their infrastructure while providing solutionsthat are aligned with business and IT requirements.01 DEDICATED SERVICEA consistently high customer satisfaction rating and almost 100%customer retention rate highlights supportIT’s excellent support serviceand dedication at every level; from account management andprocurement services to helpdesk and project delivery services. RecentISO9001:2015 accreditation further validates supportIT’s commitment toquality and standards in every area of the business.02 PRODUCT KNOWLEDGEThe world of technology is now filled with a proliferation of productsand services. It is our job to recommend the best of breed options inevery one of our solution areas. Our engineers are a team of certifiedprofessionals with over 20 years’ experience delivering projects acrossevery platform and technology.03 TRUST IS EARNEDAs an organisation that values relationships, communication andcustomer service, supportIT very quickly earn the trust of every clientwe work with. This hands-on, customer-focused approach means thatover time our clients come to see us as an extension of their staff and anintegral part of their business.22

2. our approachSecurity & Network Management ITIL Service Desk PracticesSecurity is a primary focus with all our clients and one of our key specialist Autotask PSA Managementareas; we provide consultancy to our existing contract clients and 3rd parties. Datto End-Point Monitoring RMMOur approach to is apply the ISO 27001 Framework and SANS best practice. Operational and Technical ReviewsWe work closely with organisations to design specific solutions that meet License and Warranties Managementcompliance, regulation, and certification requirements. The foundation is to Roadmap and consultancy Serviceslock down, control, monitor and provide full audit trails. With use DATTO RMM 3rd Party Application Managementend-point management services and review continually to ensure that thesolution continues to meet the security needs of the business. We can providestandard network management up to SOC.Cloud SolutionsA Microsoft high potential Cloud Partner, supportIT have been recommending Security Best Practices (ISO 27001, SANS)Cloud solutions for several years. Cloud strategy informs every client review Audit trailmeeting with an ever-increasing number of clients implementing Microsoft Threat Protection SolutionsModern Workplace & Azure Technologies. Windows Virtual Desktop services Datto End-Point Monitoring RMMhave given us the opportunity to provide an even more tailored solution than Vulnerability and Patch Managementbefore because of its affordability and simplified deployment. Plan for your Change ControlCloud Future with supportIT. Microsoft Gold Partner.Managed IT Support Services Cloud Strategy Planning Network Design with Azure & Windows Virtual DesktopOur managed IT support services are based around the ITIL framework. We Certified Engineersuse Autotask PSA /Datto RMM combined with a defined set of processes and Project Management Servicesmethodologies to provide a high level of service. Our service-desk methodol- Resource Planningogies focus on user satisfaction, SLA’s, escalation processes and closed ticket Application Managementperformance. We get to know our clients and account management is aboutmaking sure we meet the individual operational requirements of each one, notjust when we take-over the site but each year as clients grow and adapt.3

3. support services scopeHelpdesk Services /Call LoggingsupportIT provide outsourced helpdesk services between the hours of 08:30High Priority - If the issue affects more than one user (server, network, routers),and 18:00, Monday to Friday. Issues can be logged directly through the userit is classified as a Critical Priority call and is passed immediately to an availablemachine using the DATTO Portal, by email through our closed loop systemengineer. The engineer responds to the call remotely or onsite, depending onor by phone. A unique ticket number is created once an issue is logged andthe nature of the call, within 2 hours of the call being logged.the user is notified by email about the progress of their issue. Once issues areclosed, a further notification is sent with a link to a customer satisfaction survey.Medium Priority - If the issue affects one user but the user has no work-aroundThe desk is manned by a team of certified engineers who respond to issues(i.e they cannot work from any device) this is clarified a medium priority issue.within guaranteed response times. Escalation processes are in place for moreThe engineer responds to the call remotely within 6 hours of the call beingcomplex issues and there is a notification process for issues that affect manylogged.users and recurring issues that require root cause analysis. The helpdesk iscontrolled by the Service Delivery Manager who manages performance on aLow Priority - If the issue affects only one user (PC, Email, Printers) it isdaily basis to ensure we maintain our 98% customer satisfaction rate.classified as Non-Critical and is responded to remotely within 8 hours fromlogging the call.EscalationChange Management - Change Management tasks, for example new usersIf issues cannot be resolved remotely by our helpdesk team, they are escalatedset-ups, movers and permissions issues are assigned a two business dayto our field engineers. The helpdesk team must escalate calls that have not beenresponse time.resolved after one hour for consideration by the service delivery manager. If theissue cannot be resolved remotely a field engineer is sent onsite. For some issues that relate to communications equipment/infrastructure, an engineer goesdirectly onsite. We provide guaranteed response times:4

End-Point Management, Monitoring and SecurityDATTO RMM permission-based Endpoint management enables us to centrallyvalue for money and quality standards. Installations follow a defined processdiscover, provision, deploy, update, and troubleshoot endpoint devices withinand Hardware procured can be scheduled for install by our service deliveryan organization for optimum security - in both the physical and virtual environ-team.ments. DATTO RMM updates and patches are pushed out on a scheduled basisagreed by the client. DATTO RMM is also set up to identify issues that couldpotentially cause down-time on file-share/server/application infrastructure.IT Road-map & ConsultancyMonitoring Issues are logged directly into the call management system as highConsultancy services are the cornerstone of all the services we provide to ourpriority and are often resolved before they become noticeable or damaging toclients and clients can avail of or our consultancy services to discuss future ITthe organisation.needs or changes to the business that may affect their IT environment, forexample new business applications or expansion requirements.Liaising with Third Party VendorssupportIT liaise with your third-party vendors as part of our contract services,On-boarding Process & Account Management Processfor example Finance Packages, Print Service Vendors, CRM packages & DesignsupportIT have a clearly defined on-boarding process to ensure the handoverPackages. Ours services in this area cover facilitating access for importantgoes smoothly from one provider to the next. Infrastructure information isupdates, third-party license management, also liaising on issues where thegathered and stored in our GDPR-compliant knowledge base, machines areinfrastructure needs to be considered.tagged and audited, third-party services are informed and licenses andwarranties are recorded. Remote login and monitoring software is activatedProcurement & License Serviceswhere applicable and updates/patch management are scheduled. Finally, grouppolicy is reviewed for security processes and a recommendations report issupportIT provide a procurement service to meet all our clients’ hardware,completed for approval. Reviews are carried out initially at three months then atsoftware and system needs. The service is based on the specific requirements ofthe end of the first year to ensure that the service meets the client’sthe business in terms of budgets, system integration and scalability, and givesrequirements. The client also receives monthly call log reports and, whereour clients access to a wide portfolio of products. As part of our ISO9001:2015applicable, monitoring reports to show the health of their infrastructure. Furtherprocesses, we also review our technology vendors on a regular basis to ensureDashboard reports can be scheduled on a monthly basis which show specificusage data by day, user and call type trends.5

4. security & network managementSecurity ReviewNetwork ManagementUsing ISO27001:9015 best practice and GDPR guidelines, supportIT cansupportIT’s strategy in relation to network management uses a lock down, con-conduct a review of all internal policies, processes and infrastructure that relatetrol, and monitor approach to build in redundancy and remove points of failure.to IT security. A full recommendations report is part of the service:This ensures that your network is secure and prevents costly downtime as aresult of security breaches and performance issues. Server patching schedules & monitoring setting are reviewed Anti-Virus / Anti-Spam products are reviewed to ensure they areadequate and uptodateNetwork upgrades and enhancements are discussed at each review meetingand, once quotes are approved, are managed as part of our scheduled works Local and Off-site Backups are viewedprocess; a scope is agreed and signed off, a ticket is created and a project is cre- Information Risk Assessment - Where is data stored, how do usersated in our project management tool, Trello, to keep all stakeholders uptodate,interact with the data, how is it protected Bring your own Device (BYOD) Policies Hardware Inventory and audit is completed using DATTO RMM,documentation is updated once projects are completed.Threat Protection Solutionsmaintenance schedules are reviewed Ensure Encryption is in place with LaptopsWebroot Anti-Virus Vulnerability Testing - Internal/External IP Testing, with reportThe next generation of malware defenders, Webroot uses threat intelligence to Communications Hardware is accessed to ensure it is adequate andlearn behavioral patterns and detect unauthorized actions. It’s a first ever cloud-best practice security policies are applied Group Policy Review - Access Rights, best practice passwordStandards, Screen Lock Policiesbased device protector that can stop known and unknown threats in real timeand it continuously analyses the behavior of over 4 billion machines world-wide.In the unlikely event of threat infiltration, it has a rollback feature which makes itpossible to roll back the system to the time before the malware was activated.‘Webroot’ is very light on your system, doesn’t slow down other processes andcan run alongside other anti-virus products if required.6