Client IT Support Services

We provide different levels of IT support services from Gold to Diamond and Elite support packages.

Nettitude provides a range of IT support services to cater for all business requirements. We offer support services ranging from 8×5 coverage through to 24×7 availability.

Comprehensive Support Services

We have strategic relationships with a number of enterprise partners including Cisco, Microsoft, VMware, IBM, EMC and NetApp. We have been designing, implementing and supporting clients’ infrastructures for more than a decade and have a raft of client testimonials that demonstrate our pedigree.

Nettitude practices the highest levels of security across all of our support offerings. As well as being an ISO9001 and ISO27001 company, we are heavily involved in the Payment Card Industry Data Security Standard (PCI DSS) and are aligned with CESG as both a CLAS and CHECK Consultancy. Our team of consultants are background checked and have both SC and DV clearance.

Nettitude invests heavily in its employees and is an investor in people. Our team of highly skilled consultants hold a range of accreditations including CCIE, MCSE, MCSA, and VCP to name but a few. We recognise that as a technology solutions provider we must constantly stay ahead of technology.

Security- A common thread: Nettitude has a strong background in information security. As well as having partnerships with Checkpoint, Juniper and Cisco, we also work closely with Bluecoat, RSA, Tripwire and Microsoft to integrate the highest levels of information security in to all of our designs. Where we provide support services for our clients, we ensure that we deliver all of our support with a high focus on enhancing a client’s information security framework.

Straight-Forward Support Services

 Manned helpdesk

 All delivered by Nettitude employees

 No outsourcing

Nettitude is highly responsive to our clients’ needs. We aim to respond to all support queries straight away and allocate all calls with a formal support ticket so that all cases can be tracked. Our support process adheres to strict service level agreements, with calls being prioritised according to a set of industry recognised metrics. We ensure that strong communication is maintained for the duration of the open call, up to and including the point where the case is closed off.
Nettitude delivers its support services inhouse, from support centers based in Royal Leamington Spa, UK. We do not outsource or subcontract support services, and instead we provide a cohesive team of support staff that have the same training and pedigree as you would expect from all Nettitude technology consultants.
Through our strong technology partnerships, we are able to leverage the technical assistance centers (TACs) from our vendors, providing our clients with a more flexible support service and at a fraction of the price.
Our manned helpdesk and network operations center utilise network monitoring engines to monitor all of our clients networked infrastructure. We are able to assess network uptime, response time, take scheduled backups and pinpoint network issues before they impact on your business. Nettitude can extend this to include server monitoring as well as processor, memory and storage monitoring. This gives us the ability to help you manage your resources more efficiently, and provide proactive guidance on where your pinch-points are likely to occur.

Our Support Packages

Gold

Standard Office Hours 9.00 – 5.30 • Unlimited Telephone Support

Diamond

Extended Office Hours 8.00 – 8.00 • Scheduled 00H Changes • Onsite Annual Infrastructure Review • 24×7 Monitoring

Elite

 24×7 Support • Onsite Engineer • Scheduled 00H Changes • Onsite Annual Infrastructure Review • 24×7 Monitoring

Pre-paid Day Support

As part of Nettitude’s support services, clients will be allocated a number of pre-paid support days within the support contract. This is designed to provide both proactive and reactive support capability throughout the contract.

Nettitude’s pre-paid days are more than just an Insurance service. If organisations believe that they will have spare pre-paid days at the end of their contract, Nettitude will allow them to be converted to consultancy days that can be used as project work.

Technical Contact

Nettitude endeavours to assign all customers, both an account manager and a technical lead support consultant, so as to ensure continuity at all times. Instead of providing a faceless support function, Nettitude’s support offering is designed to allocate you a technical resource that understands the inner workings of your IT infrastructure.

This means that when you have a support issue, you can be confident that person working towards fixing it, really understands how your IT infrastructure has been designed and configured.

Extended Support Services

Unlimited Telephone Support

Gives you access to Nettitude’s support desk within your service contract. All calls are actioned inline with Nettitude’s service level agreements.

Scheduled Out-of-Hours Support

Allows clients to schedule support upgrades and fixes outside of core office hours. These changes will be carried out inside clients service contract hours.

Onsite Annual Review

Nettitude will come to site once per year and conduct an infrastructure review. This review will provide clients with capacity management information, configuration management information, and details on how the IT infrastructure can be improved.

24x7 Monitoring

Nettitude will monitor network infrastructure devices around the clock. We will capture response time and uptime statistics throughout the month and make them available in a monthly report. Nettitude will collect remote configurations every week from devices, assisting with an organisation’s backup and disaster recovery policies.

Intelligent Cyber Security and Risk Management   0345 5200 085    solutions@nettitude.co.uk