Welcome to ICTS Liverpool

IT Manager Platinum

The ICTS IT Platinum Manager is a fully comprehensive package offering the same features as ICTS IT Assistant and ICTS IT Manager but with the added extra of covering all your equipment against failure. Put simply, if some of your equipment stops working we come and take that piece of equipment away and replace it, all as part of your cover.

• Guaranteed 4 hour response time by an Engineer. This is the maximum time you can expect to wait for an engineer to contact you by telephone but response times are typically immediate.
• An On Site Visit will take place where necessary within either 4 or 8 hours, as agreed prior to the support contract commencing.
• The time taken to replace or fix the equipment can be either 4 or 8 hours, as agreed prior to the support contract commencing.

What can we cover?

• Servers ' By major manufacturers such as HP, Dell, Fujitsu and IBM. Other 'home built' customized servers may be covered subject to inspection.
• PC's and Workstations - All major manufacturers of PC's and workstations such as Dell and HP. Other 'home built' customized PC's can be covered at our discretion and subject to inspection.
• Network Switches - Cat5/6 and Fibre Optic managed and unmanaged switches, all speeds and all manufacturers.
• Routers/Modems - ADSL and LAN/WAN Routers/Modems provided by UK manufacturers, connected to ADSL/SDSL networks and wires only circuits from providers such as Telewest.
• Wireless Access Points - 802.11a/b/g/n AP's in standalone, bridge or repeater mode whether they are managed or unmanaged. Most manufacturers are covered.
• Firewalls - All hardware firewalls from mainstream manufacturers are covered.
• Printers - Laser and Inkjet printers connected by parallel, USB or LAN to computers or networks. Cover may be provided by ICTS reprographics partner.

How is the cost determined?

All support contracts covering the replacement of hardware is subject to a survey and inspection of the equipment. All equipment must be logged by serial number to be covered. Costs are supplied once the inspection has taken place and premiums may be charged for equipment over a certain age. ICTS may use third party partners to cover the equipment at your premises but only uses reputable companies with a quality guarantee.

Pre ' Requisites for Providing Service

Before any support agreement can start, the following pre-requisites must be fulfilled.

• A full site survey and inventory of equipment.
• All non-standard equipment must be identified and if necessary excluded from the agreement.
• Each supported site is required to have internet connectivity to allow remote access.
• A support agreement must have been signed and returned before the service can commence.
• Remote support software must be installed onto each workstation and server to enable full remote support functionality.
• Access to the system must have been granted, and relevant passwords disclosed or amended.

Site Survey

To detail exact requirements and check for items covered and not covered. Also checks for things that may give rise to difficulties in supporting the customer in future, such as unreliable internet access and awkward access times.

Internet Connectivity

Sufficient bandwidth is required to provide remote support. An 'always on' connection such as ADSL is sufficient.

Remote Support Software

It will be necessary to gain access to each workstation within the organisation to enable remote support to be offered. This may take the form of pre-installed software executables, or it may take the form of user-installed ActiveX controls via a web page. Software is used by ICTS consultants to provide the remote support.

Access and Security

All relevant passwords relating to servers and administrative access will need to be disclosed or amended to enable ICTS consultants to have access to network resources etc. Without these credentials a full service may not be possible, including remote support.