Network support
IT Helpdesk Service
Remote Monitoring & Support
IT Hardware Support
Our clients have been relying on Evalley to support their IT networks for over 7 years. Over this time Evalley has developed an efficient and methodical approach to proactively maintain our clients IT systems. Evalley Delivering both a flexible and predictable service Evalley continue to establish lasting relationships across a variety of market sectors and sizes of organisations. Evalley offers IT Support and Maintenance in one of four ways, as illustrated in the following diagram:
- Support Plan
- Remote Monitoring
- Remote support
| IT Outsource | Casual Support | Support Plan | IT Outsources |
| Remote Support |  |
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| Helpdesk Services |  |
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| Emergency Callout | |
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| Services Level Agreement (SLA) | |
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| Proactively Monitoring | |
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| Monthly Status Report | |
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| System Monitoring | |
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| Access to Procurement Assistance | |
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Advantages
these are some of the reasons clients have chosen Evalley to assist with IT Support & Maintenance include:
- To help create a planned and predictable approach to supporting their IT infrastructure.
- To lower the total cost of permanent IT staffs in their organisation through proactive maintenance and strategic alignment of IT with the business plan.
- To increase the reliability, quality and types of IT services offered to support the business.
- To improve internal customer service and satisfaction with regards to IT service requests.
- To only pay for as much IT support as needed; to have the right level of technical expertise readily available when required.
- To improve accountability of IT infrastructure to the business via regular reports on IT product and service spend.
- To instill standard, auditable methods and systems which provide the business with quantitative metrics for measuring the performance of IT support?
- To reduce the risk to the business of implement IT impact analysis into organisation.
IT Outsource
Considering Outsourcing Your Company's IT Support?
Considering outsourcing your IT operations? you no doubt have concerns about control:
How can you maintain control, minimize business risk, and maximize service quality? How will your employees be affected? Will your business continue to run without disruption - especially during the transition to an outsourced operation? And most importantly, will you be able to respond to rapidly changing IT requirements and stay aligned with your business strategy?
Evalley Technology Solutions can help you find the answers that are right for your business, with strategic outsourcing that leverages the experience we've gained managing some outsourcing contracts for small and medium business (SME) for 7 years.
Tailored solutions to meet your business needs
Our strategic outsourcing solutions are tailored from a set of core IT management capabilities and flexible financial models designed to help you meet current IT business and infrastructure requirements. We draw on our full multivendor support services as well as our depth and breadth of consulting and integration expertise. We can serve as the aggregator of services and products - from Evalley and other vendors - to provide a single point of IT infrastructure management responsibility.
Our robust capabilities portfolio coupled with our delivery infrastructure, technical expertise, strict adherence to IT Service Management (ITSM) methodologies, and contracting flexibility provide the foundation for strategic outsourcing services that in turn enable you to:
- Focus on core competencies.
- Manage your IT infrastructure efficiently while reducing complexity.
- Apply technology innovation for continuous improvement.
- Access expertise and infrastructure
- Improve Return on Technology Investment (ROTI) through consolidation of assets and functions.
- Gain cash liquidity and flexibility in financial management.
- Guaranteed Response Times
- Expert Technology Advice
- Centralised Documentation
- Broad Business Knowledge
- Friendly Customer Service
- Professional Tractable System
How do you know when your company is ready to outsource?
Please consider the following factors when deciding to outsource:
- Financially it is cheaper to have the IT function outsourced than have full time employee/s.
- IT is becoming a function that wastes precious time of non IT staff within your business.
- The skills required are so specialised that it is impractical to have a regular non IT employee responsible for this role.
- Some IT staff is falling behind new technology advances and are not able to advise and deliver appropriately.
- Business is spending large sums of money on consultancy advice to cover internal IT department skill shortages.
- You have a project and you need regular IT support.
- IT is not a business function that internal people enjoy performing.
- Company's core business is suffering due to unreliable and underperforming IT systems.
If you would like to see how we can assist your business please do not hesitate to contact one of our professional consultants 1300 790 377 (within Australia only).
IT Support Plan
Your Business Short of Good IT Support?
Consider the benefits of an I.T. Support service that can help you operate with maximum efficiency, reliability and security. An Evalley Support Plan allows you to focus on the success of your business while we manage your technology needs.
Evalley is able to help your business by delivering IT support for your desktops, servers, applications and other networking equipment. If your business heavily relies on the IT infrastructure in place then you need an experienced IT company that is able to deliver business grade IT support and advice.
We have many years experience and our engineers possess a vast amount of experience to resolve problems quickly and efficiently without disruption to your business. With a team of friendly engineers and experienced consultants you can rest assured that your business is looked after.
6 reasons why your business may need I.T. Support:
- Reduced productivity due to unreliable systems
- System downtime resulting in disruptions to core business activities
- Loss of important data due to system failure
- Resource impacts associated with restoring systems
- Cost impacts when your systems are inaccessible
- Data corrupted due to viruses
What's the solution?
Evalley help to prevent problems before they occur and provide users with the ongoing support they need at a competitive cost that suits their budget. Evalley has provided this service to Australian businesses for over 7 years.
Our Support Plans are:- Unique - designed to achieve financial benefits through reduced I.T. problems
- Effective – ongoing support and preventative maintenance
- Reliable - provides peace-of-mind
Support for every type of business
Evalley support options allow you to choose the level of support that is right for your business; from a basic level of support for businesses on a tight budget, through to a premium level of service which includes unlimited helpdesk support and many added benefits. Support Plans are based on the number of computers and servers in the business, the location of your business for onsite visits and the level of support required.
Casual support
Evalley Casual Support arrangements allow a client who requires infrequent access to IT support to schedule and pay for support as-they-go. Support requests are raised via the Evalley Customer Service centre and scheduled for the next available support engineer.
Features
The key features of an Evalley Casual Support arrangement include:
- Support requests raised via the Customer Support team and scheduled as availability permits
- Adhoc helpdesk service
- Remote support as available (may be limited)
- Pay-as-you-go. i.e. time and materials based billing.
Often clients who are new to Evalley trial our services via a casual support arrangement before committing to a more strategic or longer term support arrangement.
Evalley Helpdesks acts as a central point of contact for all technical support, including hardware and software questions and consulting, installations, networking, network connection requests, and troubleshooting.
Evalley has over 7 years experience providing first and second level telephone and email based helpdesk support for clients. Evalley helpdesk experience includes IT technical support, business application and end-user support.
Reporting and Online Portals
All Evalley helpdesk requests are logged with a corresponding resolution and effort taken. An online portal is available allowing clients to login and see a summary of helpdesk support activity complete, in progress or yet to be actioned.
Monthly support statements are sent to Evalley helpdesk clients detailing each support request, resolution and effort taken to resolve.
Experience
Examples of specific helpdesk experience include:
- First level helpdesk support to over number of our clients system users in offices located throughout Sydney and Melbourne.
- Over 7 years experience providing telephone and email based first and second level helpdesk support on behalf of a our clients all over Australia.
- Help desk assignment to small and medium businesses (SME's) consulting services.
Remote Monitoring
Evalley Remote Monitoring is a proactive, network monitoring service designed to identify any system errors prior before interrupting a clients system
Remote Monitoring checks for network and server faults, failures, and activity that exceeds established thresholds. As an example:
- CPU utilisation on servers systems
- Memory utlisation on servers systems
- Hard disk capacity on servers systems
- Network connectivity
- Server error messages
- Running processes and Services
- Network printer's connectivity and other critical systems
If a significant network event occurs, Evalley will notified the customer and send engineers on site to fix the problem, or Evalley will fix the problem remotely if possible.
Remote Support
Evalley Remote Support allows our service engineers and helpdesk staff to perform network administration tasks and one-to-one helpdesk support remotely from the Evalley Customer Service centre. The result:
- Reduced cost on driving to providing support
- Improved responsiveness when an issue needs immediate action
- Improved helpdesk effectiveness as Evalley Customer Service can remotely see the user’s desktop screen and demonstrate answers to questions on-line.
From installation to product retirement, warranty upgrades to self-maintenance, proactive care to 24x7 problem resolution, you can rely on Evalley Services and our authorized service partners for all your hardware support needs.
The breadth, depth, and quality of our hardware services portfolio are unsurpassed in the computer industry today. We have 7years of experience in servicing computer systems, networks, storage devices, and peripherals. And we're the undisputed leader in supporting the "can't fail" continuous computing solutions that are at the heart of the IT industry.
Evalley Services delivers comprehensive support for small and medium business (SME) of all sizes and environments of all types: desktops, client/server, and data center, print, home-based business.
And we offer a wide range of purchase options, including convenient extended warranty hardware support packages. So you can obtain the precise kind and level of expert assistance you need, from basic to business-critical, whenever you need it.
Evalley Services capabilities include:
- Total lifecycle support for most of hardware products and many third-party products from today's leading vendors
- A full range of proven preventive, diagnostic, remedial, and repair services
- A service network of 16 strategically located Customer Support Centers delivering 7x24 problem-solving help by telephone, the Internet, and electronic service tools
- Leadership e-business lifecycle services, including 24x7 Mission Critical Support
- Support for a wide array of popular third-party peripherals
- Flexible purchase options to simplify service planning, acquisition, and budgeting
