Helpdesk services with senior engineer covering your network.
Our approach to helpdesk and general support has moved away from that still employed by most of our competitors which involves an engineer being required each time a call is logged. We attend to and remedy calls within minutes, rather than hours. To achieve this we have invested heavily in the leading industry tools and highly experienced staff.
As our business model provides access to a senior Network Consultant remotely we provide what our competitors can only provide on a next day service. No company in the market place are employing senior staff to attend on site on a same day basis. On their business model they are using these recourses for installs and project planning.
We aim to build working relationships with our customers so that when you call our helpline you will talk to a senior engineer you are familiar with who can give you solid and practical advice.

On-Site Support Services
A fully certified engineering team to support your critical business needs.

Remote Support
Using a Remote Support model we can communicate with your travelling agents and representatives no matter where they are using industry leading support tools.

Incident based call logging
All calls are logged to allow us to track incidents and ensure a timely resolution.

Integrated Hardware and software support
Many of our competitors use separate hardware and software type maintenance contracts. We integrate both into our contracts which results in more efficient support and a greater level of service.

Dedicated Technical Account Management with regular review of incidents
No matter what the issue as a DNA IT Solutions customer you will enjoy a single point of contact that will ensure your needs are dealt with efficiently and effectively.

SLA’s depending on your requirements and customised to suit you.
We can offer 4 hours, 8 hours or 24/7 support depending on your needs.

Preventative Maintenance
By incorporating scheduled preventative maintenance calls into your contract we can start to become proactive as opposed to reactive; this type of support is geared toward performing regular extensive health checks of your core systems ensuring maximum uptime. Upon completion of this health check, we furnish you with a comprehensive report detailing the status of your servers, firewalls, routers etc. These checks can be performed on-site or remotely depending on you preference.
Some Checks performed:

• General hardware status such as SCSI disks, Raid controllers, Network Cards, Tape Back Units etc.
• Critical event logs reviewed.
• Consistency and operation of Backup Routines
• Patch Levels
• Operation of core applications.
• Virus protection levels
• Functionality of firewall appliances and applications

Backups
Data backup involves the storing of files from your computers or network file servers in another location. In this way, if there is ever any loss of data on your primary facility, you still have your data in backup in order to restore those files. In the world of computers the loss of data can be devastating, and while there are possibilities for recovery of data after a disaster it is far easier to restore your files from backup than to attempt to find your data on a crashed hard drive.

No matter how basic or how complex your environment DNA IT Solutions can advise upon and implement the most viable and cost effective backup solution for your business. We can audit and review you backup hardware and software processes and then advise accordingly to ensure that best practices are being meet at all times.