Managed IT Services

NetCare provides industry-leading IT support and IT services to Sydney based businesses.

Managed IT Services

Managed IT Services with Strategic Guidance

NetCare Platinum best suits clients who value and need a comprehensive IT strategy and support service that includes regular scheduled on-site IT Support. In addition, all staff are able to directly contact the NetCare HelpDesk for their day to day IT support issues.

Your IT infrastructure will be monitored and tuned by our service team to ensure it remains in an optimal state, and when incidents do arise, our services for its resolution are fully included in your monthly fee, including on-site work.

NetCare Platinum also includes the installation of all new replacement hardware and agreed software.

You will also receive a full Chief Technology Officer (CTO) service, including consulting on new applications as well as quarterly Strategic Review meetings.

10 Sound Business Reasons for Choosing NetCare Platinum

  1. No unexpected bills - fixed monthly service fee helps with budgeting.
  2. Smooth transition process – we invest substantial resources initially for all new NetCare Platinum clients to ensure the IT provider transition process occurs seamlessly.
  3. No need to filter calls through authorised contacts – everyone in the business can contact us to report an issue or requirement (subject of course to security considerations).
  4. No decisions needs to be made about whether the task should be done by internal staff – just always get us to do it.
  5. It eliminates the need for an internal approval process before IT work can be actioned, so problems can be fixed more quickly.
  6. In our experience there are always unreported issues, or niggling issues, or “when I get around to it” issues that at the end of the day affect business productivity. NetCare Platinum provides a simple cost-effective method to encourage your staff to report all issues, big or small, so they can be addressed.
  7. We can introduce new system features that add to your business productivity as they become available without any extra cost attached.
  8. We will liaise on your behalf with your application providers (for example MYOB) on issues that relate to the operation of their software.
  9. All tasks are actioned according to a Service Level Agreement (including escalation procedures) ensuring you always receive our highest level of response times.
  10. If an ongoing intermittent issue occurs on a server or any PC, then the decision on whether to rebuild the system is not based upon the cost, because there is no extra cost. For example if the technical recommendation is to rebuild a server, then we do it as part of the Platinum service plan.

NetCare Platinum Detail

  • Continuous network monitoring
  • Your connection to the Internet will be monitored on a continuous basis. A failure to respond will initiate an alert within our NetCare Live system enabling prompt action.

  • Continuous monitoring of server uptime and performance
  • We check your server uptime and performance on a continuous basis and notify you whenever major issues are detected.

  • Monthly Executive Summary Report
  • We prepare and forward to you an Executive Summary Report monthly, providing a snapshot of the system and a clear indication of its current health.

  • Traffic Light Report (Strategic Review)
  • We prepare and forward a quarterly “Traffic Light Report” that outlines a series of specific topics in approximate order of importance and providing you with guidance on your IT strategy over the next 12 months.

  • Daily monitoring of backups
  • We check your backups every day and notify you whenever it has failed to complete successfully. All services involved in fully and quickly resolving the issue are included.

  • Quarterly system health check
  • We perform a comprehensive system health check on a quarterly basis. Once complete, this checklist will ensure your system is operating to its optimal level and will also identify any areas requiring attention.

  • Applying Microsoft Windows updates
  • We ensure that all Security, Critical and Important updates (as defined by Microsoft) are applied to your Windows servers and Windows PCs in a timely manner.

  • Weekly Optimization of all Computers
  • We perform automated weekly housekeeping tasks on all servers and Windows PCs to ensure all your computers are running at their optimal state. These tasks include disk drive defrags, deletion of temp files and running disk integrity checks.

  • Monitoring of Malware solution
  • We continually monitor your anti-virus and anti-spam software to ensure that they are operating effectively and that any malware outbreaks are actioned promptly.

  • Preparation and Maintenance of a New PC Checklist
  • We prepare, maintain and use a New PC Checklist specific to your environment to ensure all new PCs are set up in a consistent and complete fashion.

  • System Documentation
  • We prepare and maintain comprehensive System Documentation on your IT environment, a full copy of which is always available to you.

  • Server Incident Management
  • We will be alerted automatically if connection to your servers is lost or if critical thresholds are reached (for example available disk space). We provide all services involved in fully and quickly resolving the issue, including on-site work when required.

  • ISP Incident Management
  • We will be alerted automatically if your internet connection is lost and we will liaise directly with you and your ISP on resolving the problem. We provide all services involved in fully and quickly resolving the issue, including on-site work when required.

  • Network Device Incident Management
  • We will be alerted automatically if connection to internal network devices like modems, routers, firewalls, switches and wireless access points is lost or if critical thresholds are reached. We provide all services involved in fully and quickly resolving the issue, including on-site work when required.

  • Network Storage Device Incident Management
  • We will be alerted automatically if connection to network storage systems and devices based on SAN or NAS solutions is lost or if critical thresholds are reached. We provide all services involved in fully and quickly resolving the issue, including on-site work when required.

  • Server Support and Administration
  • We provide all phone, remote access and on-site services relating to maintaining your existing servers in an operational and optimal state. This includes the server operating system (and built-in components); the backup solution and the server hardware (provided it is covered by the manufacturer’s warranty).

  • ISP Support and Administration
  • We provide all phone, remote access and on-site services relating to maintaining your existing internet connections and liaising with your ISP on service and performance levels as well as pricing plans.

  • Network Device Support and Administration
  • We provide all phone, remote access and on-site services relating to maintaining your existing network devices in an operational and optimal state. This includes modems, routers, firewalls, switches and wireless access points (provided they are covered by the manufacturer’s warranty).

  • HelpDesk Support for all staff
  • We provide all phone, remote access and on-site services relating to supporting your staff on their desktop, notebook, tablet and mobile devices (provided hardware is covered by the manufacturer’s warranty). HelpDesk support is provided between the hours of 8am and 6pm on Australia-wide business days (to clarify, coverage is provided for State-specific public holidays).

  • Application Software Support for Agreed Vendors
  • We provide all phone, remote access and on-site services relating to supporting applications software at a technical level from agreed vendors. Examples include Microsoft Office and SAP Business One.

  • Support and Escalation according to a Service Level Agreement
  • All requests for service are logged in our HelpDesk system which provides priority scheduling and an escalation process within three different support levels. It also enables us to measure and report to you our response times for each of our four priority levels.

  • Onsite Hardware Support
  • We provide on-site support for all hardware related issues and upgrades, if the hardware is covered by the manufacturer’s warranty. Examples include working with the manufacturer on a warranty repair issue, upgrading components and re-installing the operating system.

  • ServerCare - Disaster Recovery Services
  • In the unlikely event of a server crashing in such a way that a system rebuild is required, we provide all services relating to recovering the server to an operational state, including any necessary after-hours work, and where possible the provision of temporary hardware if required.

  • Installation of Replacement Servers and Computers
  • As servers, desktops, notebooks and tablets reach the end of their life and need to be replaced with new equipment, all services relating to the installation of the replacement device is provided, including on-site work.

  • Installation of Replacement Network Storage Devices
  • As SAN systems and/or NAS drives reach the end of their life and need to be replaced with new equipment, all services relating to the installation of the replacement device is provided, including on-site work.

  • Installation of Replacement Network Devices
  • As modems, routers, firewalls, switches and wireless access points reach the end of their life and need to be replaced with new equipment, all services relating to the installation of the replacement device is provided, including on-site work.

  • Installation of Replacement Printers
  • As network printers and local printers reach the end of their life and need to be replaced with new equipment, all services relating to the installation of the replacement device is provided, including on-site work.

  • Chief Technology Officer (CTO) service
  • We will provide a senior IT professional to perform the CTO role within your business. Examples of this service include attendance at board room meetings, presentations on technology to management, reporting on the strategic use of technology within the business and technical representation with software vendors.

  • Fixed Price Service Fee for all additional services
  • For all services provided in addition to those above (for example, a site relocation or software development), we will inform you exactly how much it’s going to cost to perform the work before the work is started – whether it’s a small issue or a major project.

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